ADULT CONSUMER SURVEY 2014 TOOL KIT

ADULT CONSUMER SURVEY 2014 TOOL KIT By: Dennis McBride, PhD; Survey Director Catherine M. Wilson, MA; Research Scientist Nicole Suazo; Research Study Supervisor Margaret Smith; Program Coordinator Jesse Serles; Shift Supervisor Prepared for: Washington Division of Social and Health Services Division of Behavioral Health and Recovery July 2014 The Washington Institute for Mental Health Research and Training Western Branch For further information about this Tool Kit, contact Catherine M. Wilson: (253) 761-7573 or cmw27@uw.edu

Tool Kit This is the last MHSIP survey that will be conducted by the Washington Institute for Mental Health Research and Training at Western State Hospital. In consolidation with the Mental Health Division, WIMHRT began conducting surveys of outpatient mental health clients in 1998. The first survey was the Sampling Based Outcome Study (SBOS), which was a faceto-face survey. It took interviewers nearly a year to locate and interview 700 randomly selected clients. This survey was highly successful in obtaining needed service satisfaction information from clients but was costly and time consuming. To obtain needed information from clients in a more efficient and cost effective manner, a Computer Assisted Telephone Interviewing system (CATI) was installed at WIMHRT in 2000. The system was first used to conduct the Children with Special Needs Survey 2001 (CSNS). In 2002 we began conducting annual MHSIP surveys. Since then, eleven annual surveys have been administered to adults (18 and older) and ten annual surveys to families (under 13) and youth (13-21). Information gained from the surveys has been used by RSNs, provider agencies, DBHR, and Federal entities to better understand how services to mental health clients are working and to make modifications and changes when needed. Success of the WIMHRT CATI system has been dependent upon many factors over the years, particularly the funding, support, and fiscal management of DBHR and the umbrella agency for WIMHRT, The Division of Public Behavioral Health and Justice Policy at the University of Washington. MHSIP also could not have been possible without the ongoing support of the Economic Services Administration, the Division of Research and Data Analysis, RSNs, and provider agencies that provided needed contact information for clients over the years. But the true soul of the surveys are the nearly 30,000 consumers who freely shared their service experiences, and the cadre of interviewers, many of whom are consumers and family members of consumers themselves, that diligently made hundreds of thousands of call attempts to obtain this information. Dennis McBride July 2014 ii

Tool Kit About This Tool Kit We intend that users of this Tool Kit have the capacity to access and interpret data collected from Washington State s Adult Consumer Survey 2014 (ACS). This Tool Kit consists of an overview of the study, scale descriptions, data tables, a description of the data sources, a description of the target sample, data collection procedures including the instruments that were used to collect the data, and SPSS syntax used to recode variables and create data tables. The quantitative data collected for this report are present in Appendix A, Parts 1 and 2. Part 1 contains tables of indicators broken out by RSN, while Part 2 contains tables of pertinent demographics. The File Information Document, present in Appendix B, includes the codebook for all of the variables (fields) that reside in the ACS data file (ACS2014.SAV). There are three ways to use the Tool Kit. The first is to use it as a reference and locate needed information on the printed tables in the Descriptive Statistics document. The List of Tables and Figures on page ix, and the Scale Descriptions presented in Table 4 can be used to locate needed information. This scale description table provides a brief description of each scale and its location in the Descriptive Statistics document. Although the Descriptive Statistics tables in Appendix A contain the majority of information that will be needed from the ACS, there are instances when additional analyses will need to be conducted using the raw data. Hence, a second way to use the Tool Kit is to have access to the SPSS (or SAS) data file (ACS2014.SAV) and conduct independent data runs. The File Information document in Appendix B, along with standard SPSS software components, provides adequate documentation for accessing information from the Adult Survey data file. All individual identifying information has been removed from the data set to comply with issues of confidentiality. Conducting independent runs from the data file requires that your agency have the necessary software and expertise. References to necessary information can be obtained from the Tool Kit. The purpose of this Tool Kit is to maximize its use among those working in the mental health field in Washington State. For the current survey year, 1,225 adult consumers were interviewed, each of whom had received services from one of Washington State s mental health providers during a six month period, May through October, 2013. These survey data provide information about this state s mental health consumer population. It is the authors hope that this Tool Kit helps those working in the field in that they might access and use this information. Changes reported in each of the annual Updates below, also apply to the years that follow. iii

Tool Kit Annual Updates 2014 Update This year, the ProviderOne data system continued to work well, and we received contact data from DBHR with the sampling frame, which was very helpful in efficiently contacting our sampled respondents. This year, 61% of adult respondents remembered receiving our initial contact letter, compared to 50% in 2013. North Central Washington and Cowlitz County RSN have now been merged with other RSNs, as noted below in our 2013 update. As a result, this year s tables report the current 11 RSNs. In this toolkit, Spokane County RSN (SP) incorporates North Central Washington RSN (NC) from prior year s toolkits, and Southwest Washington Behavioral Health (CL) incorporates Cowlitz County RSN (CO). 2013 Update The ProviderOne data system worked well this year. It was the first year since we have been doing the survey that we did not contact provider agencies or RSNs to obtain additional contact information for survey clients. The sample this year, as in previous years, was selected from consumers who had received at least one hour of service. Beginning October 1, 2012 the number of RSNs was reduced from 13 to 11. North Central Washington RSN and Spokane County RSN were consolidated into a multi-county RSN known as Spokane County RSN. Clark, Cowlitz, and Skamania counties were combined to form one RSN called Southwest Washington Behavioral Health. This change had no appreciable impact on the reporting in this 2013 Adult Survey report. 2012 Update Many of the problems encountered with the ProviderOne data system in 2011 were corrected in 2012. The sampling frame received from DBHR was more complete in 2012, resulting in a more complete picture of the served client population, better contact information, and higher completion rates. The sample in 2012, as in previous years, was selected from consumers who had received at least one hour of service. 2011 Update The 2011 survey year was met with difficulties and challenges that had not been issues in prior years. The major issue was establishing a complete sampling frame that contained all of the consumers who received publically funded mental health services within the identified time frame (April through October, 2010). The sampling frame is provided by DBHR via the Division of Behavioral Health and Recovery s Consumer Information System (See Section IV). In 2011, DBHR was in the process of changing to a new data system called ProviderOne. The sampling frame database generated by the ProviderOne data iv

Tool Kit system was markedly incomplete, not containing any clients at all for one RSN and drastically reduced numbers for three others. It was therefore necessary to go directly to four RSNs to obtain client lists so that the sampling frame could be pieced together (by combining data from DBHR and data from the four RSNs). The distributions of key demographic indicators within the final sampling frame closely matched the distributions found in previous years, providing some evidence that the 2011 sampling frame represented the desired population. That said, because we had to piece this together from multiple sources, there is no way of knowing if this sampling frame is a true representation of the entire consumer population served within the identified time frame. A second database was obtained from DBHR well after the sample had been drawn and the survey begun. This second database was more complete, as data from the RSNs had continued to be entered into it. While helpful, this second database did not reconcile well with data that we received directly from the four agencies; some clients in the DBHR database were not in the RSN database and vice versa. There were mismatches in agency identifiers as well, which negatively impacted our obtaining sampled consumer contact information from agencies (See Section IV). Two other problems occurred. There was a much higher proportion of missing data for ethnicity in the ProviderOne database than we had encountered in previous years (See Section X). A second problem was that the reported service hours were much different than had occurred in previous years. We are not sure of the source of this problem and have elected to leave service hour reports out of this report, in order to avoid confusion. 2009 Update Occasionally, changes are made in the sampling methodology, to the survey, or in the reporting of the data. In 2009, in addition to drawing the regular 10% sample, the less populated RSNs were oversampled by an extra 10%. RSNs whose completed response sizes would likely be fewer than 30 respondents were oversampled. Six RSNs were oversampled for the Family Survey: CD, GH (GH received an extra 20% in 2009 and 10% in 2010 in the Family Survey only), NC, PE, SW, and TI. Three RSNs were oversampled for the Adult Survey: CD, GH, and NC. When analysis is done across the entire state sample, responses in the oversampled RSNs are usually provided with weights to adjust for any potential biases that may exist across RSNs. In this report however, only unweighted responses are reported. This is to avoid confusion and to reduce the number of necessary tables. Using weights changes the N sizes for each RSN, depending upon the specific oversample for that RSN. Hence, reporting weights would necessitate using separate tables when reporting RSN-only data versus statewide data. Not only would this require many more tables, it would be confusing to readers. We conducted several analyses on both the Adult and Family/Youth data and found very little difference between the unweighted and weighted data. Possible explanations for this include the small number of weighted RSNs and the fact that there is v

Tool Kit little difference between consumers across RSNs. Therefore, our decision was to report only unweighted data. Weighted data are available upon request. The 2009 sample, as in previous years, was selected from consumers who had received at least one hour of service. 2008 Update In 2008, tables were added in Section X, Sample Representativeness, to show comparison data between non-respondents and respondents within the drawn sample (Tables 5-7) and the breakdown of sample characteristics by RSN (Tables 8-10). The age variable categories were changed in 2008. Two things were changed. First, in order to facilitate comparisons with age categories in the Family/Youth MHSIP Tool Kit, the 18 to 21 category was changed to 18 to 20. Second, the format was changed. In prior years the midpoint of age was used to determine the age category. In 2008 the endpoint of age was used to determine the category. The difference is outlined below, in Table 1. The benefit of using midpoint age is that the closest to an age is calculated; the benefit of using endpoint is that the actual age is calculated. There is very little difference in actual distributions (e.g., age category by scale score means). Nonetheless, tables using the 2008 endpoint recode format for previous years are available upon request. Table 1. Changes to Recoded Age Category Variable Pre 2008 Midpoint Recodes 2008 Endpoint Recodes 1 = 18 to 21 1 = Lowest thru 21.49 1 = 18 to 20 1 = Lowest thru < 21 2 = 22 to 40 2 = 21.50 thru 40.49 2 = 21 to 40 2 = 21 thru < 41 3 = 41 to 60 3 = 40.50 thru 60.49 3 = 41 to 60 3 = 41 thru < 61 4 = 61 to 75 4 = 60.50 thru 75.49 4 = 61 to 75 4 = 61 thru < 76 5 = 76+ 5 = 75.50 thru Highest 5 = 76+ 5 = 76+ For further information about this Tool Kit, contact Catherine M. Wilson at (253) 761-7573 or cmw27@uw.edu. vi

Tool Kit Acknowledgments The staff on this project would like to express their sincere gratitude to the interviewers who spent numerous hours attempting to contact potential respondents. About a third of the interviewers were self-identified as consumers. With extraordinary diligence, the interviewers made over 26,000 phone calls in order to collect the information for this report data that we hope will serve to improve the delivery of mental health services in Washington State. The survey staff also would like to thank Felix Rodriguez and Faith Lai at the Division of Behavioral Health and Recovery. vii

Tool Kit Table of Contents About this Tool Kit... iii Annual Updates... iv Acknowledgments... vii Table of Contents... viii List of Tables and Figures... ix List of Appendices... xii I. Introduction... 1 II. The Survey and Methodology... 4 III. The Sample... 5 IV. Obtaining Contact Information... 6 V. Computer Assisted Telephone Interview (CATI) Surveying... 7 VI. Disposition of Sample... 8 VII. The Dataset... 8 VIII. Open-Ended Questions... 9 IX. Scale Descriptions...10 X. Sample Representativeness...12 viii

Tool Kit List of Tables and Figures Table 1. Changes to Recoded Age Category Variable... vi Table 2. History of Consumer Surveys... 3 Table 3. Disposition of Sample... 8 Table 4. Scales... 10 Figure 1. Sample Breakdown from Sample Frame to Respondent Sample... 12 Table 5. Age and Service Hours by Sample Group... 13 Table 6. Gender, Ethnicity, and Minority Status by Sample Group... 14 Table 7. Age by Sample Group and RSN... 15 Table 8. Sample Frame: Gender, Ethnicity, and Minority Status by RSN... 16 Table 9. Drawn Sample: Gender, Ethnicity, and Minority Status by RSN... 17 Table 10. Respondent Sample: Gender, Ethnicity, and Minority Status by RSN... 18 Table A-1. Regional Support Network Abbreviation Reference... A-2 Table A-2. Demographics by RSN... A-3 Table A-3. Living Situation by RSN... A-4 Table A-4. Marital Status by RSN... A-5 Table A-5. Employment Status by RSN... A-5 Table A-6. Employment Status in Past 6 Months by RSN... A-6 Table A-7. Hours Worked Per Week by RSN... A-6 Table A-8. Arrest Record in Past Year and Year Prior by RSN... A-7 Table A-9. Medicaid Status by RSN... A-7 Table A-10. Health Check Up During Last Year by RSN... A-7 Table A-11. Hours of Service (May October 2012) by RSN... A-8 Table A-12. General Satisfaction with Services by RSN... A-8 ix

Tool Kit Table A-13. Average General Satisfaction with Services... A-8 Table A-14. Participation in Treatment Goals by RSN... A-9 Table A-15. Average Participation in Treatment Goals... A-9 Table A-16. Appropriateness and Quality of Services by RSN... A-10 Table A-17. Average Appropriateness and Quality of Services... A-10 Table A-18. Perceived Outcome of Services by RSN... A-11 Table A-19. Average Perceived Outcome of Services... A-11 Table A-20. Perception of Access to Services by RSN... A-12 Table A-21. Average Perception of Access to Services... A-12 Table A-22. Functioning by RSN... A-13 Table A-23. Average Functioning... A-13 Table A-24. Social Connectedness by RSN... A-14 Table A-25. Average Social Connectedness... A-14 Table A-26. Stigma by RSN... A-15 Table A-27. Average Stigma... A-15 Table A-28. Living Situation by Demographics... A-16 Table A-29. Marital Status by Demographics... A-17 Table A-30. Employment Status by Demographics... A-18 Table A-31. Medicaid Status and Health Check-up by Demographics... A-19 Table A-32. Outpatient Hours by Demographics... A-20 Table A-33. General Satisfaction by Gender, Age, and Ethnicity... A-21 Table A-34. Appropriateness and Quality of Services by Gender, Age, and Ethnicity... A-22 Table A-35. Participation in Treatment Goals by Gender, Age, and Ethnicity... A-23 Table A-36. Perceived Outcome of Services by Gender, Age, and Ethnicity... A-24 Table A-37. Perception of Access to Services by Gender, Age, and Ethnicity... A-25 x

Tool Kit Table A-38. Functioning by Gender, Age, and Ethnicity... A-26 Table A-39. Social Connectedness by Gender, Age, and Ethnicity... A-27 Table A-40. Stigma by Gender, Age, and Ethnicity... A-28 Table E-1. Dispositions by RSN...E-2 Table F-1. Most Liked Aspect of Received Services... F-3 Table F-2. Least Liked Aspect of Received Services... F-5 Table F-3. Most Liked Aspect of Received Services by RSN... F-7 Table F-4. Least Liked Aspect of Received Services by RSN... F-8 xi

Tool Kit List of Appendices Appendix A: Descriptive Statistics Part 1: Indicators by RSN... A-3 Part 2: Indicators by Gender, Age, and Ethnicity... A-16 Appendix B: File Information Document Appendix C: Letters and Administrative Materials Request for Participation Letter, English... C-2 Request for Participation Letter, Spanish... C-3 Mail Survey Information Letter... C-4 Pledge of Confidentiality... C-5 Statement of Professional Ethics... C-6 DSHS Non-Disclosure Agreement... C-7 Appendix D: Survey Instrument and Telephone Scripts Telephone Survey Script... D-2 Mail Survey... D-68 Answering Machine Script... D-79 Survey Explanation Script... D-80 Appendix E: Disposition of Sample Appendix F: Review of Qualitative Data Responses to Open-Ended Questions... F-2 Appendix G: Recodes and Descriptive Statistics Syntax xii

Descriptive Statistics I. Introduction The Mental Health Statistical Improvement Project (MHSIP) consumer survey was developed and proposed as one of several instruments to measure the domains, concerns and indicators of the MHSIP Consumer-Oriented Report Card, which was developed by a task force of consumers, family members, researchers, and federal, state, and local mental health agency representatives in April, 1996. The consumer survey was specifically designed to measure concerns that were important to consumers in the areas of Access, Quality/Appropriateness, Outcomes, Overall Satisfaction and Participation in Treatment Planning. The MHSIP survey has been developed across the states through various federal grant initiatives, including the Five-State and Sixteen-State Performance Indicator studies sponsored by SAMHSA s Center for Mental Health Services (CMHS). These initiatives have attempted to construct a more uniform and standardized methodology and format for reporting of performance measures across the states. This has led to the development of the Data Infrastructure Grant and Uniform Reporting System (URS) tables. Since 2007, the MHSIP survey has also included the National Outcome Measures (NOMs) that are integral to the mission of SAMHSA. Because of the importance of these measures, The National Association of State Mental Health Program Directors Research Institute (NRI) has been working with states and territories to assure that the methodology used to collect survey data reflects best practices with regard to survey research. The MHSIP Consumer Survey is now being implemented in 55 states/territories for the adult survey and 54 states/territories for youth surveys. States use similar instruments but vary widely in their sampling techniques and survey methods. In particular, many states still collect MHSIP data through convenience sampling, rather than by using random sampling techniques. Convenience sampling limits generalizability of results because survey respondents may not represent the consumer population. Washington State is one of the few states that have always used stratified random sampling for both the adult and family/youth surveys. 1 In Washington State, the 2014 Adult Consumer Survey (2014 ACS) is a statewide survey designed to examine quality issues related to Washington State s delivery of state-funded mental health services. The Centers for Medicare and Medicaid Services (CMS) currently requires each state s Mental Health Authority to obtain and analyze outcomes as part of the evidence needed to demonstrate that the Prepaid Health Plans (PHPs) are delivering a coordinated system of inpatient and outpatient care for that state s most disabled 1 For a detailed history of MHSIP see Sampling And The MHSIP Consumer Surveys: Techniques, Models, Issues. Smith and Ganju, 2008; Lutterman T, Ganju V, Schacht L, Shaw R, Monihan K, et.al. Sixteen State Study on Mental Health Performance Measures. DHHS Publication No. (SMA) 03-3835. Rockville, MD: Center for Mental Health Services, Substance Abuse and Mental Health Services Administration, 2003 1

Descriptive Statistics consumers. In Washington State, the State Mental Health Authority resides in the Division of Behavioral Health and Recovery (DBHR) of the Department of Social and Health Services (DSHS). The 2014 ACS (the eleventh adult survey) was administered simultaneously with the 2014 Youth and Family Survey (the tenth family survey) and represents the eighteenth and nineteenth surveys conducted to address CMS requirements. All nineteen surveys were designed to obtain individual information from persons receiving services from the publicly funded mental health system. The first was the Statewide Sample Based Outcome Survey (SbOS), conducted from January 1998 through January 1999. The SbOS consisted of face-to-face interviews with individuals drawn from the Mental Health Division service rolls (MHD-CIS database); that survey obtained concurrent information from case managers about the functioning status of the identified persons. The second study conducted to meet this federal requirement was the Children with Special Needs Survey 2001 (CSNS), which collected data from March through May 2001. The CSNS consisted of telephone interviews with 1,046 consumers between the ages of 13 and 20 years, and with the primary caregivers of children under 13 years of age. This sample included youth who received mental health services and were classified as children with special needs. Since 2001, the methodologies used to identify the sample and the methods of administering the survey have been very similar. Table 2 shows the type of survey (adult or family/child), the service dates of consumers surveyed, date of each survey, and number of completed surveys. 2

Descriptive Statistics Table 2. History of Consumer Surveys Survey Survey Year Service Dates Survey Date Range Completions 2002 May Oct 2001 Feb Jun 2002 2,241 2004 Jun Nov 2003 Apr Jun 2004 1,932 2006 Jun Nov 2005 Mar Jun 2006 1,448 2007 Aug 2006 Jan 2007 May Aug 2007 1,500 Adult Consumer Survey 2008 Jul Dec 2007 Apr Jul 2008 1,404 2009 Apr Sep 2008 Mar May 2009 1,565 2010 Jan Jun 2009 Mar May 2010 1,413 2011 Apr Sep 2010 Feb Apr 2011 1,322 2012 May Oct 2011 Mar Jun 2012 1,433 2013 May Oct 2012 Feb May 2013 1,334 2014 May Oct 2013 Feb May 2014 1,225 2002 Nov 2001 Apr 2002 Aug Sep 2002 1,314 2005 June Nov 2004 Mar Jun 2005 1,086 2007 Aug 2006 Jan 2007 May Aug 2007 908 2008 Jul Dec 2007 Apr Jul 2008 859 Youth & Family Consumer Survey 2009 Apr Sep 2008 Mar May 2009 882 2010 Jan Jun 2009 Mar May 2010 888 2011 Apr Oct 2010 Feb Apr 2011 514 2012 May Oct 2011 Mar Jun 2012 1,038 2013 May Oct 2012 Feb May 2013 924 2014 May Oct 2013 Feb May2014 890 The current project is the eleventh Adult Consumer Survey conducted by The Washington Institute. This survey was conducted between February and May, 2014. It consisted of 1,225 interviews with adult consumers who were 18 years old and older and who had received publicly funded mental health services between May 1 and October 31, 2013. 3

Descriptive Statistics II. The Survey and Methodology The items chosen for the survey instruments were those recommended, in part, by MHSIP (Mental Health Statistics Improvement Project). There are 36 MHSIP items that inquire about the respondent s perceptions of: general satisfaction with services, voice in service delivery, satisfaction with staff, perception of outcome of services, access to services, staff sensitivity to culture, social connectedness, and functioning. Social connectedness (see the Mail Survey, items 33-36, Appendix D) and functioning (see the Mail Survey, item 29-32, Appendix D), were added in the 2007 survey year and did not appear in earlier surveys. The MHSIP survey items correspond to the information needed for Washington State s Performance Indicator Project. Those items also satisfy other federal reporting requirements, including Federal Block and Data Infrastructure Grants. In addition to the social connectedness and functioning items, criminal justice items were added in 2007 (see the Mail Survey, items 56-58, Appendix D). These three groups of items comprise the Mental Health National Outcome Measures (NOMS). Additionally, a five item scale from the Internalized Stigma of Mental Illness (ISMI) Scale was added in 2007 (see the Mail Survey, items 37-41, Appendix D). This scale assesses the respondents perceived discrimination based upon their mental illness (Ritsher, Otilingam, & Grajales, 2003). 2 Demographic questions are also included, to collect information on employment status, marital status, living situation, arrest history, age, race, gender, and whether the respondent has been to a medical doctor recently or is currently receiving Medicaid health insurance. In 2014, for the first time, respondents were asked to assess their overall quality of life. Finally, respondents are asked three open-ended questions about what they liked most and least about the services that they had received. These items provide an opportunity for respondents to comment on their received services or on the survey itself. 2 Ritsher, J.B, Otilingam, P.G., & Grajales. M. (2003). Internalized stigma of mental illness: Psychometric properties of a new measure. Psychiatry Research, 121, 31-49. 4

Descriptive Statistics Letters and Scripts Several letters and scripts were used during the course of the survey. These included: (1) A Request for Participation letter to sampled consumers, informing them of the survey. This letter was printed in both English and Spanish and provided an opportunity for passive consent, verified respondents phone numbers, and asked them to call a toll-free number to update their contact information or to decline participation (Appendix C); (2) A Pledge of Confidentiality, Statement of Professional Ethics, and DSHS Non- Disclosure Agreement. Project staff and interviewers reviewed and signed these materials prior to surveying (Appendix C); (3) Scripts for the telephone interviews, including an introductory script, an answering machine script and a survey script (Appendix D); and (4) Mail surveys (Appendix D) and Mail Survey Introduction Letters (Appendix C). Occasionally consumers were unable or unwilling to conduct telephone interviews and requested that a survey be mailed to them. III. The Sample The Target Sample The sample was drawn from the Division of Behavioral Health and Recovery s ProviderOne database immediately prior to beginning the survey. The ProviderOne database is a data repository that tracks all of the services delivered by outpatient community providers and reported by the RSNs. The sample targeted individuals 18 years of age and older who received mental health services between May 1 and October 31, 2013. To draw the sample, the following steps were conducted: (1) A total of 54,253 consumers met the study criteria in that they were 18 years of age or older and had received publicly funded mental health services between May and October of 2013. This group is referred to as the sampling frame. (2) Each RSN population was stratified based on minority status (minority; nonminority); this stratification was conducted in order to ensure proportionate representation of these characteristics in the completed sample. 5

Descriptive Statistics (3) Once stratified into proportionate groups based on minority status, a 10% random sample was drawn from each group to produce a probability proportionate to size (pps) stratified random sample of mental health consumers. This sample is referred to as the drawn sample. (4) This random sampling procedure resulted in a total statewide sample of 5,425 individuals or @10% of the total adult population. (5) In a pps sample, there is a wide disparity between sample sizes from larger and smaller RSNs. Ultimately, the sample sizes drawn from the smaller RSNs are initially too small to obtain usable results. To remedy this, oversamples were drawn in the 4 smallest RSNs, which increases their sample sizes (CD, GH, TM, & TI). Estimates of the number of oversamples needed were based upon obtaining at least 40 completions in each of the smallest RSNs. An additional 680 individuals were included in the sample as a result of oversampling procedures, resulting in a total drawn sample of 6,105. The Completed Sample Of the 6,105 consumers in the total drawn sample, 1,225 completed the survey and 4,880 did not, yielding a 20% completion rate. Caution should be taken when comparing this completion rate with those reported by other surveys. We report the most conservative rate and include the entirety of the drawn sample in the denominator (completions/total drawn sample); many surveys inflate their response rate by removing subpopulations (deemed ineligible ) from the drawn sample and thus reducing the denominator. Comparisons to other reported response rates can be calculated with reference to the complete dispositions reported in Appendix F. IV. Obtaining Contact Information Contact information was obtained directly from DBHR. These data were provided to WIMHRT for the sole purpose of contacting clients for the survey. Once the survey was completed, contact data were separated from the response data to ensure confidentiality and anonymity. Other contact information came from consumers themselves. They had received a letter prior to the study, informing them that they had been chosen to participate in a study and that researchers would be attempting to contact them (see the Request for Participation Letter in Appendix C). Consumers were asked to confirm the telephone number printed on the letter and to call the WIMHRT toll-free number if the contact information was incorrect or to arrange a time for an interview. When a consumer called the toll-free number, their information (ID#, telephone number, and availability) was recorded and an interviewer returned the consumer s call to schedule or complete an interview. 6

Descriptive Statistics V. Computer Assisted Telephone Interview (CATI) Surveying The primary data collection was conducted via a telephone survey (see Section II above, The Survey and Methodology ). The Washington Institute manages a ten-station Computer Assisted Telephone Interview (CATI) system, which was also used to collect data in the previously cited consumer surveys. The interviewer team for the ACS14 was comprised of 19 temporary, part-time employees. The team included both experienced interviewers, who had worked for WIMHRT on previous surveys, as well as new employees. Many of the CATI interviewers are currently, or have been past consumers of publicly funded mental health services. Consumer-interviewers in particular, demonstrate sensitivity to the needs and perspectives of the respondents and understand the necessity for client confidentiality and data integrity. Overall, hiring mental health consumers to collect data in telephone surveys has proven to be a rewarding and successful practice. Prior to the survey period, all interviewers received six to eight hours of training, in two sessions. Interviewer training focused on the process of interviewing clients by phone, as well as discussion of the schedule and goals of the study. Confidentiality protocols and procedures were covered, and a confidentiality agreement was signed by each interviewer. Additional training for first-time interviewers was conducted or arranged as necessary on a one-to-one basis by the Research Study Coordinators. All interviewers completed online certification in HIPPA protocols for researchers. Following the training periods, supervisors provided daily oversight of interviewer productivity and performed on-the-spot training as context specific issues arose (i.e., disposition assignment, how many messages to leave at a number, how to handle inquiries about the study, etc.) or as interviewers raised concerns that warranted ad-hoc training. Two Spanish, and one Russian, bilingual interviewers were available during the course of the study. If requested, a mail survey package was mailed to the respondent. The package included one consumer survey and one preaddressed, stamped, return envelope. Respondents who did not respond within two weeks of the first mailing date were sent a reminder package. This second package consisted of one consumer survey, a reminder letter, and one preaddressed, stamped, return envelope. Mail surveys were mainly used for special accommodations and individual requests. For example, mail surveys were requested by some individuals who encountered telephone restrictions, such as fear of talking on the phone, lack of cellular minutes, difficulty hearing, and lack of availability during survey hours. 7

Descriptive Statistics VI. Disposition of Sample The sampling procedures described in Section III yielded a total of 6,105 persons. Table 3 provides information on the disposition of each of the potential participants in the drawn sample. A breakdown of this table by RSN can be found in Appendix E. Table 3. Disposition of Sample A C S 2 0 1 4 % N Incorrect Number 53.2 3,245 Language Barrier 2.8 173 Unavailable 4.9 302 Refusals 10.8 662 Completions 20.1 1,225 No Mental Health Services 0.7 40 Deceased 0.6 35 No Answer 0.9 54 Other 6.0 369 Total 100.0 6,105 Correct contact information could not be obtained for 3,245 clients, or 53.2% of the sample, despite using multiple sources of contact data. The majority of those potential respondents with the disposition of Unavailable were incapable of participating due to mental or physical disabilities, or other conditions that would make it overly taxing or impossible to complete a survey. Other reasons for being unavailable include hospitalization or incarceration, or being out of town for the duration of the survey. There were 173 potential participants who were unable to participate due to language barriers; however, 46 surveys were conducted in Spanish, and 13 surveys were conducted in Russian. Approximately 10.8% of the drawn sample refused to participate in the survey. Adult clients requested 26 mail-out surveys, and 9 were completed and returned. These results are included in Table 3, above. For more information about the process used by the researchers to locate contact data for the persons randomly chosen to participate in this survey, see Section IV above. VII. The Dataset The dataset for the Adult Consumer Survey is in SPSS (Statistical Package for the Social Sciences) format. A data dictionary for the data set appears in the File Information Document presented in Appendix B. The variable (field) names, variable labels, and value labels appear in the File Information Document, exactly as they appear in the file ACS2014.SAV. The variable names and labels are self-explanatory, identifying 8

Descriptive Statistics demographics, services, etc. Other variable names are the same as the corresponding question numbers on the instruments. To ensure that higher levels of satisfaction are indicated by higher values, the directionality of the variables was recoded. Refer to the Telephone Survey document in Appendix D for the original directionality of variables. VIII. Open-Ended Questions Three questions in the MHSIP survey provide respondents the opportunity to offer feedback on topics of their choosing. These questions are: (i) What two things do you like the most about the mental health services you received? ; (ii) What two things do you like the least about the mental health services you received? ; and (iii) Do you have some comments you would like to make about any of the questions or about services that you have received or that were not covered by the survey? The responses to open-ended questions were entered (typed) by interviewers as the respondents answered, and were read back to the respondents by the interviewers, in order to ensure accuracy. These open-ended responses were coded by survey staff into a specific category or categories. Responses were assigned one or more of the following categories: (i) Services; (ii) Support; (iii) Group Therapy; (iv) Medications; (v) Access, related to time, convenience, or cost; (vi) Office or General Staff; (vii) Therapy or Case Management Staff; (viii) Environment; (ix) Medical Staff; (x) Stigma, Bias, Discrimination, Fairness, or Respect; and(xi) Access, related to place, distance, or transportation. Categorized open-ended data are briefly summarized in Appendix F. 9

Descriptive Statistics IX. Scale Descriptions This section describes how the individual survey items are combined into scales to measure the eight performance indicators of interest: (i) consumer general satisfaction with services, (ii) consumer perception of appropriateness/quality of services, (iii) consumer perception of participation in treatment goals, (iv) consumer perception of outcomes of services, (v) consumer perception of access to services (vi) NOMS functioning, (vii) NOMS Social Connectedness and (viii) stigma. Variable names in the dataset and data descriptions for key demographic and special needs categories are also presented. To construct scales, items from the survey instruments were combined to form constructs that measure the indicators of interest. Specific items measuring each construct were taken from the 16-state MHSIP study and modified to fit with ongoing performance indicator projects at the DSHS Mental Health Division. Functioning and social connectedness scales were also created as part of SAMHSA s National Outcome Measures (NOMS). These constructs were then tested for reliability with this population. The reliability of the scales was tested using Cronbach s Alpha, a common measure of internal consistency for scaled items. Alphas of.70 or higher are considered to be a reliable scale. Table 4 below shows the scales, the items that make up each scale, and the Cronbach s Alpha associated with each scale. The alphas associated with each scale are mostly moderate to high. The Participation Scale (.67) falls slightly below the.70 minimum because it is composed of only two items. Nonetheless, this scale was maintained as a twoitem scale for analysis. Table 4. Scales General Satisfaction (p. A-8) Alpha =.87 Q1. I like the services I received there. Q2. If I had other choices I would still get services from this agency. Q3. I would recommend this agency to a friend or a family member. Appropriateness and Quality of Services (p. A-16) Alpha =.86 Q10. Staff at this agency believe that I can grow, change and recover. Q12. I felt free to complain. Q13. I was given information about my rights. Q14. Staff encouraged me to take responsibility for how I live my life. Q15. Staff told me what side effects to look out for. 10

Descriptive Statistics Q16. Staff respected my wishes about who is and who is not to be given information about my treatment. Q18. Staff were sensitive to my cultural background - such as my race, religion, language, etc. Q19. Staff helped me obtain the information I needed so that I could take charge of managing my illness. Q20. I was encouraged to use consumer-run programs such as support groups, drop in centers, crisis phone lines, etc. Participation in Treatment Goals (p. A-9) Alpha =.67 Q11. I felt comfortable asking questions about my treatment and medications. Q17. I, not staff, decided my treatment goals. Perceived Outcomes (p. A-11) Alpha =.90 Q25. I deal more effectively with daily problems. Q26. I am better able to control my life. Q27. I am better able to deal with crisis. Q28. I am getting along better with my family. Q29. I do better in social situations. Q30. I do better in school and/or work. Q32. My symptoms are not bothering me as much. Perception of Access (p. A-12) Alpha =.81 Q4. The location of services was convenient. Q5. Staff were willing to see me as often as I felt it was necessary. Q6. Staff returned my calls within 24 hours. Q7. Services were available at times that were good for me. Q8. I was able to get all the services I thought I needed Q9. I was able to see a psychiatrist when I wanted to NOMS Functioning (p. A-13) Alpha =.88 Q58. I do things that are more meaningful to me. Q59. I am better able to take care of my needs. Q60. I am better able to handle things when they go wrong. Q61. I am better able to do things that I want to do. NOMS Social Connectedness (p. A-14) Alpha =.81 Q62. I am happy with the friendships that I have. Q63. I have people with whom I can do enjoyable things. Q64. I feel I belong in my community. Q65. In a crisis, I would have the support I need from family or friends. 11

Descriptive Statistics Stigma (p. A-15) Alpha =.89 Q66. People discriminate against me because I have a mental illness. Q67. Others think I can t achieve much in life because I have a mental illness. Q68. People ignore me or take me less seriously just because I have a mental illness. Q69. People often patronize me, or treat me like a child, just because I have a mental illness. Q70. Nobody would be interested in getting close to me because I have a mental illness. X. Sample Representativeness To assess the representativeness of the completed sample, a comparison was made between the completed sample, the drawn sample, and the sampling frame, from which the sample was drawn. 3 Thus we have three distinct groups: (i) the sampling frame from which the sample was drawn; (ii) the drawn sample that includes the oversample; and (iii) the respondent sample that includes those consumers who were actually interviewed, including the oversample. Figure 1. Sample Breakdown from Sample Frame to Respondent Sample Sampling Frame 54,253 Drawn Sample 6,105 Respondent Sample 1,225 Tables 5 and 6 allow us to compare the sampling frame, the drawn sample, and the respondent sample, based on age, services received from May to October of 2013, and demographics. Due to missing values, totals for each variable do not necessarily equal the total numbers for each group. For example, there were 54,253 clients in the sampling frame; however, only 54,156 of the records had gender information on the client (see Table 6 for gender by sample group). The amount of missing data for consumer ethnicity in the sampling frame stands out again this year. Prior to 2011, missing data for consumer ethnicity in the sampling frame was less than 3% each year. In 2011, likely as a result of the greater challenges we faced in establishing a complete sampling frame, our sampling frame was missing ethnicity data for 15.2% of consumers. In 2012 the ethnicity data for our sampling frame was more complete (7.4% missing), but we were missing more ethnicity data from our 2013 sampling frame (8.2%). This year, our ethnicity data is only slightly more complete (8.0% missing), and it s still well above the average for missing ethnicity data in the sampling frames for the years 3 The sample frame is the actual list of the population being studied, which in this case is taken from the Division s ProviderOne Database. There is likely to be some disparity between this list (sample frame) and the true population. The degree of disparity is subject to the quality of the ProviderOne. 12

Descriptive Statistics prior to 2011. For the respondent sample, however, the missing ethnicity data is about 1.6% (see Table 6). The fit between the sampling frame and the randomly chosen drawn sample is good, as would be expected from a random sampling procedure. Differences between the respondent sample and the sampling frame/drawn sample show a small gender bias. As can be seen in Table 6, there is an over-representation of females in the respondent sample (67%) compared to the drawn sample (60%) and the sampling frame (58%). This is likely due to more females than males being at home when called by our interviewers. Further comparisons show that all minority ethnic groups are under-represented in the sample, with the exception of Native Americans, who are over-represented. The unknowns are not included. Tables 7-10 have been added to show the breakdown of sample characteristics by RSN. Table 7 displays the average age and service hours by sample group and RSN. Tables 8-10 display percentages of gender, ethnicity, and minority status by RSN within the sampling frame, drawn sample, and respondent sample. Table 5. Age and Service Hours by Sample Group Age at last Service Service Hours N Mean Mean ACS Sampling Frame 54,253 43.89 16.82 ACS Drawn Sample 6,105 43.34 14.49 ACS Respondent Sample 1,225 44.76 15.35 13

Descriptive Statistics Table 6. Gender, Ethnicity, and Minority Status by Sample Group Gender Female Male Sampling Frame Drawn Sample Respondent Sample % 56.2 58.7 68.6 N 30,424 3,528 798 % 43.8 41.3 31.4 N 23,732 2,481 366 Total N 54,156 6,009 1,164 African American % 9.2 7.7 6.4 N 4,568 435 77 A C S Asian Pacific Islander Caucasian % 4.5 5.4 3.2 N 2,257 307 38 % 68.1 69.7 75.8 N 33,989 3,965 913 2 0 1 4 Ethnicity Hispanic Native American % 12.7 11.9 9.0 N 6,335 678 108 % 2.2 2.2 3.7 N 1,116 124 44 Other % 3.3 3.9 2.1 N 1,635 176 25 Minority Minority Not Minority Total N 49,900 5,685 1,205 % 31.9 30.2 24.1 N 15,911 1,720 292 % 68.1 69.8 75.9 N 33,997 3,973 921 Total N 49,908 5,693 1,243 14

Descriptive Statistics Table 7. Age by Sample Group and RSN Sampling Frame Drawn Sample Respondent Sample A C S 2 0 1 4 N Mean N Mean N Mean SP 4,906 44.59 491 43.87 118 43.13 KI 16,275 48.31 1,628 48.44 285 47.85 NS 7,293 41.97 729 41.47 146 44.30 GC 6,153 40.35 615 40.32 116 42.57 PE 3,312 42.20 331 40.86 75 44.04 TM 1,817 42.22 318 41.09 61 42.16 PI 6,135 41.77 614 40.81 116 41.42 GH 903 42.17 270 41.04 67 43.64 CL 5,338 41.02 533 40.46 109 46.17 CD 975 42.28 276 41.82 59 46.24 TI 1,133 44.33 288 44.40 63 45.89 Total 54,253 43.89 6,105 43.34 1,215 44.76 15

Descriptive Statistics Table 8. Sample Frame: Gender, Ethnicity, and Minority Status by RSN Gender Female Male SP KI NS GC PE TM PI GH CL CD TI % 55.4 53.0 57.0 54.2 58.9 58.4 57.5 65.5 61.1 56.8 60.7 N 2,715 8,607 4,153 3,330 1,950 1,059 3,523 589 3,255 551 686 % 44.6 47.0 43.0 45.8 41.1 41.6 42.5 34.5 38.9 43.2 39.3 N 2,183 7,638 3,132 2,814 1,360 753 2,603 310 2,076 419 444 Total N 4,898 16,245 7,285 6,144 3,310 1,812 6,126 899 5,331 970 1,130 African % 4.7 18.5 3.8 2.1 3.8 2.9 14.5 0.6 3.1 1.2 0.7 American N 164 2,859 250 123 118 51 824 5 156 11 7 Asian Pacific % 1.0 9.9 2.2 0.9 2.3 3.9 4.1 0.2 2.1 0.0 1.0 Islander N 35 1,534 141 55 72 69 235 2 104 0 10 A C S 2 0 1 4 Ethnicity Caucasian Hispanic Native American % 77.7 55.4 78.0 67.9 78.3 76.0 63.0 86.0 77.2 73.8 84.1 N 2,727 8,589 5,103 4,041 2,456 1,349 3,571 757 3,841 690 860 % 12.2 11.2 10.0 25.9 8.1 9.6 11.6 6.9 11.0 20.7 9.5 N 428 1,730 655 1,543 253 170 657 61 546 194 97 % 4.2 1.9 2.1 2.7 2.9 1.2 1.6 3.0 1.6 2.7 2.9 N 149 301 137 161 92 22 91 26 82 25 30 Other % 0.2 3.1 3.9 0.5 4.7 6.5 5.2 3.3 4.9 1.6 1.8 N 7 479 253 32 147 115 294 29 246 15 18 Total N 3,510 15,492 6,539 5,955 3,138 1,776 5,672 880 4,975 935 1,022 Minority Minority Not Minority % 22.3 44.6 22.0 32.1 21.7 24.0 37.0 14.0 22.8 26.2 15.9 N 783 6,903 1,436 1,914 682 427 2,101 123 1,134 245 162 % 77.7 55.4 78.0 67.9 78.3 76.0 63.0 86.0 77.2 73.8 84.1 N 2,728 8,591 5,105 4,041 2,456 1,350 3,572 758 3,841 690 860 Total N 3,511 15,494 6,541 5,955 3,138 1,777 5,673 881 4,975 935 1,022 16

Descriptive Statistics Table 9. Drawn Sample: Gender, Ethnicity, and Minority Status by RSN Gender Female Male SP KI NS GC PE TM PI GH CL CD TI % 57.1 54.9 58.4 56.1 62.0 63.3 61.3 64.3 62.0 55.4 66.0 N 276 877 421 340 204 198 371 171 326 150 188 % 42.9 45.1 41.6 43.9 38.0 36.7 38.7 35.7 38.0 44.6 34.0 N 207 721 300 266 125 115 234 95 200 121 97 Total N 483 1,598 721 606 329 313 605 266 526 271 285 African % 5.2 15.2 4.4 1.8 3.5 4.8 15.1 0.0 4.2 1.1 1.1 American N 20 236 29 11 11 15 86 0 21 3 3 Asian Pacific % 1.0 13.1 3.2 2.0 2.2 5.1 4.9 0.4 2.6 0.0 0.8 Islander N 4 203 21 12 7 16 28 1 13 0 2 A C S 2 0 1 4 Ethnicity Caucasian Hispanic Native American % 78.5 55.4 78.1 68.2 78.8 75.9 64.1 85.5 77.4 73.3 84.0 N 299 861 515 408 249 236 366 224 387 195 220 % 10.2 11.2 9.1 24.1 8.9 8.0 9.8 6.1 11.2 20.3 9.5 N 39 174 60 144 28 25 56 16 56 54 25 % 4.7 1.9 1.4 3.2 2.5 1.0 1.4 3.4 2.0 2.6 1.1 N 18 30 9 19 8 3 8 9 10 7 3 Other % 0.3 3.2 3.8 0.7 4.1 5.1 4.7 4.6 2.6 2.6 3.4 N 1 49 25 4 13 16 27 12 13 7 9 Total N 381 1,553 659 598 316 311 571 262 500 266 262 Minority Minority Not Minority % 21.5 44.5 21.8 31.8 21.2 24.0 35.8 14.4 22.6 26.7 16.0 N 82 692 144 190 67 75 205 38 113 71 42 % 78.5 55.5 78.2 68.2 78.8 76.0 64.2 85.6 77.4 73.3 84.0 N 300 863 517 408 249 237 367 225 387 195 220 Total N 382 1,555 661 598 316 312 572 263 500 266 262 17

Descriptive Statistics Table 10. Respondent Sample: Gender, Ethnicity, and Minority Status by RSN Gender Female Male SP KI NS GC PE TM PI GH CL CD TI % 72.7 62.7 65.0 58.6 66.7 70.2 72.3 78.5 75.7 80.4 70.5 N 80 168 91 65 50 40 81 51 78 45 43 % 27.3 37.3 35.0 41.4 33.3 29.8 27.7 21.5 24.3 19.6 29.5 N 30 100 49 46 25 17 31 14 25 11 18 Total N 110 268 140 111 75 57 112 65 103 56 61 African % 1.7 14.6 5.6 3.5 2.7 6.7 10.4 0.0 2.8 0.0 1.6 American N 2 41 8 4 2 4 12 0 3 0 1 Asian Pacific % 0.9 6.8 2.1 2.6 2.7 3.3 2.6 1.5 2.8 0.0 1.6 Islander N 1 19 3 3 2 2 3 1 3 0 1 A C S 2 0 1 4 Ethnicity Caucasian Hispanic Native American % 85.2 63.7 83.1 60.0 85.3 80.0 75.7 86.4 83.5 74.6 85.5 N 98 179 118 69 64 48 87 57 91 44 53 % 7.8 9.3 4.9 27.8 4.0 3.3 7.0 4.5 6.4 15.3 1.6 N 9 26 7 32 3 2 8 3 7 9 1 % 3.5 3.2 3.5 4.3 5.3 3.3 2.6 4.5 4.6 3.4 3.2 N 4 9 5 5 4 2 3 3 5 2 2 Other % 0.9 2.5 0.7 1.7 0.0 3.3 1.7 3.0 0.0 6.8 6.5 N 1 7 1 2 0 2 2 2 0 4 4 Total N 115 281 142 115 75 60 115 66 109 59 62 Minority Minority Not Minority % 14.7 36.0 16.7 40.0 14.7 19.7 24.1 13.4 16.5 25.4 14.5 N 17 102 24 46 11 12 28 9 18 15 9 % 85.3 64.0 83.3 60.0 85.3 80.3 75.9 86.6 83.5 74.6 85.5 N 99 181 120 69 64 49 88 58 91 44 53 Total N 116 283 144 115 75 61 116 67 109 59 62 18

Descriptive Statistics APPENDIX A Descriptive Statistics, Survey Respondents A-1

Descriptive Statistics How to Read the Tables Most tables show percentage distributions, with the percentages totaling down columns. The Total indicates the total number of respondents who provided data for the indicator; percentages represent portions of the total respondents for which data were available. For Satisfaction Scales, higher numbers are indicative of greater levels of satisfaction, 1 being equal to Very Dissatisfied and 5 being equal to Very Satisfied. Mean scores represent the average scale score for all respondents within the indicator, such as RSN or Gender. For scale construction details see Table 4 on page 9. NOTE: Table runs were done using weighted data (using corrections for the oversamples) and unweighted data (not using corrections for the oversamples). There was little difference between using, and not using the corrections. Because there are no appreciable differences, and to limit unnecessary confusion, TABLES ARE REPORTED WITH UNWEIGHTED DATA. WEIGHTED DATA ARE AVAILABLE UPON REQUEST. Table A-1. Regional Support Network Abbreviation Reference Abbreviations in Tables CD CL GC GH KI NS PE PI SP TI TM Regional Support Network (RSN) Chelan/Douglas Southwest Washington Greater Columbia Grays Harbor King North Sound Peninsula Pierce Spokane Timberlands Thurston/Mason A-2

Descriptive Statistics Part 1: Indicators by RSN Table A-2. Respondent Sample Demographics by RSN Gender Female Male SP KI NS GC PE TM PI GH CL CD TI Total % 72.7 62.7 65.0 58.6 66.7 70.2 72.3 78.5 75.7 80.4 70.5 68.6 N 80 168 91 65 50 40 81 51 78 45 43 798 % 27.3 37.3 35.0 41.4 33.3 29.8 27.7 21.5 24.3 19.6 29.5 31.4 N 30 100 49 46 25 17 31 14 25 11 18 366 Total N 110 268 140 111 75 57 112 65 103 56 61 1,164 18 to 20 % 5.9 4.2 6.8 10.3 4.0 6.6 3.4 6.0 11.0 5.1 6.3 6.2 N 7 12 10 12 3 4 4 4 12 3 4 75 A C S 2 0 1 4 Age 21 to 40 41 to 60 61 to 75 75+ % 36.4 26.0 30.8 36.2 37.3 41.0 47.4 38.8 21.1 28.8 28.6 32.8 N 43 74 45 42 28 25 55 26 23 17 18 396 % 44.9 49.8 48.6 38.8 41.3 42.6 41.4 41.8 54.1 50.8 44.4 46.0 N 53 142 71 45 31 26 48 28 59 30 28 561 % 12.7 15.1 12.3 13.8 16.0 8.2 6.9 13.4 11.9 13.6 15.9 12.8 N 15 43 18 16 12 5 8 9 13 8 10 157 % 0.0 4.9 1.4 0.9 1.3 1.6 0.9 0.0 1.8 1.7 4.8 2.2 N 0 14 2 1 1 1 1 0 2 1 3 26 Total N 118 285 146 116 75 61 116 67 109 59 63 1,215 Minority Minority Not Minority % 14.7 36.0 16.7 40.0 14.7 19.7 24.1 13.4 16.5 25.4 14.5 24.1 N 17 102 24 46 11 12 28 9 18 15 9 292 % 85.3 64.0 83.3 60.0 85.3 80.3 75.9 86.6 83.5 74.6 85.5 75.9 N 99 181 120 69 64 49 88 58 91 44 53 921 Total N 116 283 144 115 75 61 116 67 109 59 62 1,213 A-3

Descriptive Statistics Table A-3. Respondent Sample: Current Living Situation by RSN A C S 2 0 1 4 Private Residence Without Support Private Residence Receiving Support Foster Home 24-Hour Residential Care Institutional Setting Homeless Shelter Other Living Situation SP KI NS GC PE TM PI GH CL CD TI Total % 45.0 28.9 34.3 36.9 32.0 19.6 28.9 43.1 35.0 32.1 38.3 33.8 N 49 77 48 41 24 11 33 28 36 18 23 392 % 36.7 43.2 47.1 51.4 50.7 62.5 46.5 46.2 55.3 51.8 48.3 47.4 N 40 115 66 57 38 35 53 30 57 29 29 550 % 0.0 1.1 0.0 0.0 0.0 0.0 0.9 0.0 0.0 0.0 0.0 0.3 N 0 3 0 0 0 0 1 0 0 0 0 4 % 2.8 6.0 2.9 2.7 2.7 5.4 3.5 0.0 1.0 0.0 1.7 3.3 N 3 16 4 3 2 3 4 0 1 0 1 38 % 2.8 4.5 2.1 0.9 0.0 1.8 1.8 0.0 2.9 1.8 0.0 2.2 N 3 12 3 1 0 1 2 0 3 1 0 26 % 0.9 3.4 0.7 0.0 0.0 0.0 2.6 0.0 1.9 3.6 0.0 1.6 N 1 9 1 0 0 0 3 0 2 2 0 18 % 11.9 12.8 12.9 8.1 14.7 10.7 15.8 10.8 3.9 10.7 11.7 11.5 N 13 34 18 9 11 6 18 7 4 6 7 133 Total N 109 266 140 111 75 56 114 65 103 56 60 1,161 A-4

Descriptive Statistics Table A-4. Respondent Sample: Marital Status by RSN A C S 2 0 1 4 Never Married Married Divorced Separated Widowed Domestic Partnership SP KI NS GC PE TM PI GH CL CD TI Total % 32.1 41.8 41.0 44.5 36.0 40.0 42.0 26.6 37.0 32.1 27.9 38.1 N 35 110 57 49 27 22 47 17 37 18 17 438 % 17.4 11.0 6.5 13.6 8.0 7.3 9.8 23.4 14.0 10.7 14.8 12.1 N 19 29 9 15 6 4 11 15 14 6 9 139 % 33.9 23.6 41.0 27.3 30.7 29.1 29.5 26.6 30.0 39.3 26.2 30.0 N 37 62 57 30 23 16 33 17 30 22 16 345 % 3.7 6.5 6.5 3.6 16.0 7.3 8.9 7.8 8.0 3.6 11.5 7.1 N 4 17 9 4 12 4 10 5 8 2 7 82 % 9.2 11.0 2.9 5.5 5.3 7.3 7.1 12.5 5.0 3.6 8.2 7.4 N 10 29 4 6 4 4 8 8 5 2 5 85 % 3.7 6.1 2.2 5.5 4.0 9.1 2.7 3.1 6.0 10.7 11.5 5.3 N 4 16 3 6 3 5 3 2 6 6 7 61 Total N 109 263 139 110 75 55 112 64 100 56 61 1,150 Table A-5. Respondent Sample: Employment Status by RSN SP KI NS GC PE TM PI GH CL CD TI Total A C S 2 0 1 4 Currently Employed % 12.7 13.1 8.6 13.5 10.7 12.5 7.0 12.3 12.9 10.7 11.7 11.5 Yes N 14 35 12 15 8 7 8 8 13 6 7 134 % 87.3 86.9 91.4 86.5 89.3 87.5 93.0 87.7 87.1 89.3 88.3 88.5 No N 96 233 128 96 67 49 106 57 88 50 53 1,028 Total N 110 268 140 111 75 56 114 65 101 56 60 1,162 A-5

Descriptive Statistics Table A-6. Respondent Sample: Employment Status in Past 6 Months by RSN SP KI NS GC PE TM PI GH CL CD TI Total A C S 2 0 1 4 Employed in the Past 6 Months Yes No % 17.3 16.9 10.0 15.3 12.0 14.0 14.0 13.8 11.8 10.7 14.8 14.3 N 19 45 14 17 9 8 16 9 12 6 9 166 % 82.7 83.1 90.0 84.7 88.0 86.0 86.0 86.2 88.2 89.3 85.2 85.7 N 91 222 126 94 66 49 98 56 90 50 52 998 Total N 110 267 140 111 75 57 114 65 102 56 61 1,164 Table A-7. Respondent Sample: Average Hours Worked Per Week by RSN SP KI NS GC PE TM PI GH CL CD TI Total More than 35 % 57.1 23.5 41.7 26.7 37.5 42.9 25.0 25.0 27.3 16.7 14.3 30.5 A Hours per C Week S Fewer than N % 8 42.9 8 76.5 5 58.3 4 73.3 3 62.5 3 57.1 2 75.0 2 75.0 3 72.7 1 83.3 1 85.7 40 69.5 35 Hours per Week N 6 26 7 11 5 4 6 6 8 5 6 91 2 0 1 4 Total N 14 34 12 15 8 7 8 8 11 6 7 131 A-6

Descriptive Statistics Table A-8. Respondent Sample: Arrest Record in Past Year and Year Prior by RSN A C S 2 0 1 4 Arrested in the past 12 months Arrested in the 12 months prior to that SP KI NS GC PE TM PI GH CL CD TI Total Yes % 3.6 4.1 4.3 5.4 5.3 3.5 2.7 4.6 1.0 1.8 3.3 3.7 N 4 11 6 6 4 2 3 3 1 1 2 43 No % 96.4 95.9 95.7 94.6 94.7 96.5 97.3 95.4 99.0 98.2 96.7 96.3 N 106 255 134 105 71 55 110 62 101 54 58 1,117 Total N 110 266 140 111 75 57 113 65 102 55 60 1,160 Yes % 9.1 3.4 5.7 6.4 4.1 7.1 6.1 6.2 4.0 1.8 11.5 5.5 N 10 9 8 7 3 4 7 4 4 1 7 64 No % 90.9 96.6 94.3 93.6 95.9 92.9 93.9 93.8 96.0 98.2 88.5 94.5 N 100 256 132 103 71 52 107 60 97 54 54 1,092 Total N 110 265 140 110 74 56 114 64 101 55 61 1,156 Table A-9. Respondent Sample: Medicaid Status by RSN SP KI NS GC PE TM PI GH CL CD TI Total A C S 2 0 1 4 Do you have Medicaid insurance Yes No % 88.7 93.0 91.9 89.6 97.2 89.3 92.0 89.1 93.1 92.6 87.9 91.7 N 94 239 125 95 69 50 103 57 94 50 51 1,033 % 11.3 7.0 8.1 10.4 2.8 10.7 8.0 10.9 6.9 7.4 12.1 8.3 N 12 18 11 11 2 6 9 7 7 4 7 94 Total N 106 257 136 106 71 56 112 64 101 54 58 1,127 Table A-10. Respondent Sample: Health Check-up During the last year by RSN SP KI NS GC PE TM PI GH CL CD TI Total A C S 2 0 1 4 Did you see a medical professional for a health check-up or because you were sick Yes No % 90.9 90.2 92.9 90.1 90.4 89.3 91.2 93.8 89.1 98.2 95.1 91.4 N 100 240 130 100 66 50 103 61 90 54 58 1057 % 9.1 9.8 7.1 9.9 9.6 10.7 8.8 6.2 10.9 1.8 4.9 8.6 N 10 26 10 11 7 6 10 4 11 1 3 100 Total N 110 266 140 111 73 56 113 65 101 55 61 1,157 A-7

Descriptive Statistics Table A-11. Hours of Service (May October 2012) by RSN SP KI NS GC PE TM PI GH CL CD TI Total 0 < 1 % 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 N 0 0 0 0 0 0 0 0 0 0 0 0 A C S 2 0 1 4 Outpatient Service Hours 1 < 5 5 < 25 25< 50 50+ % 37.3 56.8 40.4 63.8 38.7 42.6 39.7 35.8 47.7 57.6 55.6 48.1 N 44 162 59 74 29 26 46 24 52 34 35 585 % 43.2 34.7 47.9 25.9 56.0 47.5 52.6 53.7 45.0 28.8 31.7 41.5 N 51 99 70 30 42 29 61 36 49 17 20 504 % 10.2 4.9 5.5 6.0 4.0 4.9 4.3 7.5 4.6 3.4 9.5 5.8 N 12 14 8 7 3 3 5 5 5 2 6 70 % 9.3 3.5 6.2 4.3 1.3 4.9 3.4 3.0 2.8 10.2 3.2 4.6 N 11 10 9 5 1 3 4 2 3 6 2 56 Total N 118 285 146 116 75 61 116 67 109 59 63 1,215 Table A-12. General Satisfaction with Services by RSN A C S 2 0 1 4 Satisfaction with Services N Mean Std Deviation SP 118 3.97.92 KI 285 3.92.89 NS 146 3.86.94 GC 116 3.95.86 PE 75 3.90.92 TM 61 3.92 1.04 PI 116 4.06.79 GH 67 4.02.92 CL 109 4.05.75 CD 59 4.01.81 TI 63 3.85.91 Total 1,225 3.95.89 Table A-13. Average General Satisfaction with Services N Mean Std Deviation ACS 2014 Satisfaction with Services 1,225 3.95.89 A-8

Descriptive Statistics Table A-14. Participation in Treatment Goals by RSN A C S 2 0 1 4 Participation in Treatment Goals N Mean Std Deviation SP 113 3.94.84 KI 277 3.94.77 NS 144 3.96.77 GC 115 3.81.82 PE 74 3.99.90 TM 60 3.97.85 PI 116 4.00.76 GH 67 4.03.90 CL 104 4.01.72 CD 56 4.04.89 TI 60 4.01.67 Total 1,194 3.96.80 Table A-15. Average Participation in Treatment Goals N Mean Std Deviation ACS 2014 Participation in Treatment Goals 1,194 3.96.80 A-9

Descriptive Statistics Table A-16. Appropriateness and Quality of Services by RSN A C S 2 0 1 4 Appropriateness and Quality of Services. N Mean Std Deviation SP 113 4.08.60 KI 277 3.92.67 NS 144 3.99.63 GC 115 3.91.62 PE 75 4.06.65 TM 60 4.10.55 PI 116 4.05.54 GH 67 4.10.73 CL 104 4.08.60 CD 57 4.08.63 TI 61 4.05.61 Total 1,197 4.01.63 Table A-17. Average Appropriateness and Quality of Services N Mean Std Deviation ACS 2014 Appropriateness and Quality of Services 1,197 4.01.63 A-10

Descriptive Statistics Table A-18. Perceived Outcome of Services by RSN A C S 2 0 1 4 Perceived Outcome of Services N Mean Std Deviation SP 111 3.66.78 KI 272 3.56.83 NS 140 3.53.91 GC 113 3.56.85 PE 75 3.57 1.01 TM 58 3.65.90 PI 116 3.56.80 GH 66 3.74.88 CL 104 3.73.80 CD 56 3.49.89 TI 60 3.62.88 Total 1,177 3.60.85 Table A-19. Average Perceived Outcome of Services N Mean Std Deviation ACS 2014 Perceived Outcome of Services 1,177 3.60.85 A-11

Descriptive Statistics Table A-20. Perception of Access to Services by RSN A C S 2 0 1 4 Perception of Access to Services N Mean Std Deviation SP 116 3.85.77 KI 281 3.84.71 NS 145 3.82.76 GC 116 3.85.67 PE 75 3.83.79 TM 61 3.85.66 PI 116 3.89.71 GH 67 3.94.83 CL 106 3.90.70 CD 57 3.85.81 TI 61 3.75.73 Total 1,211 3.85.73 Table A-21. Average Perception of Access to Services N Mean Std Deviation ACS 2014 Perception of Access to Services 1,211 3.85.73 A-12

Descriptive Statistics Table A-22. Functioning by RSN A C S 2 0 1 4 NOMS Functioning Scale N Mean Std Deviation SP 111 3.73.80 KI 270 3.58.89 NS 139 3.60.82 GC 113 3.52.96 PE 74 3.61.97 TM 58 3.73.80 PI 116 3.62.80 GH 66 3.93.82 CL 103 3.73.76 CD 56 3.55.93 TI 59 3.55.87 Total 1,171 3.64.86 Table A-23. Average Functioning N Mean Std Deviation ACS 2014 NOMS Functioning Scale 1,171 3.64.86 A-13

Descriptive Statistics Table A-24. Social Connectedness by RSN A C S 2 0 1 4 NOMS Social Connectedness Scale N Mean Std Deviation SP 118 3.72.83 KI 298 3.65.86 NS 148 3.60.77 GC 120 3.74.90 PE 77 3.74.92 TM 62 3.82.66 PI 121 3.79.69 GH 69 3.85.79 CL 110 3.81.75 CD 61 3.86.74 TI 64 3.57.92 Total 1,172 3.72.81 Table A-25. Average Social Connectedness N Mean Std Deviation ACS 2014 NOMS Social Connectedness Scale 1,172 3.72.81 A-14

Descriptive Statistics Table A-26. Stigma by RSN A C S 2 0 1 4 Stigma Scale N Mean Std Deviation SP 107 2.43.70 KI 259 2.37.64 NS 135 2.47.61 GC 110 2.30.59 PE 71 2.33.71 TM 54 2.48.62 PI 108 2.43.61 GH 64 2.29.64 CL 96 2.26.54 CD 53 2.47.64 TI 56 2.38.68 Total 1,118 2.38.63 Table A-27. Average Stigma N Mean Std Deviation ACS 2014 Stigma Scale 1,118 2.38.63 A-15

Descriptive Statistics Part 2: Indicators by Gender, Age & Ethnicity Table A-28. Living Situation by Demographics Private Private Foster 24-Hour Institu- Homeless Other Total Residence Residence Home Resident tional Shelter Living Without With Care Setting Situation Support Support Gender Female Male % 74.4 66.7 75.0 50.0 61.5 50.0 68.2 68.6 N 291 367 3 19 16 9 90 795 % 25.6 33.3 25.0 50.0 38.5 50.0 31.8 31.4 N 100 183 1 19 10 9 42 364 Total N 391 550 4 38 26 18 132 1,159 18 to 20 % 7.2 6.0 25.0 0.0 0.0 5.6 9.0 6.5 N 28 33 1 0 0 1 12 75 A C S 2 0 1 4 Age 21 to 40 41 to 60 61 to 75 75+ % 36.6 31.7 0.0 10.8 11.5 33.3 36.8 32.7 N 142 174 0 4 3 6 49 378 % 43.8 46.6 75.0 40.5 69.2 61.1 43.6 46.0 N 170 256 3 15 18 11 58 531 % 11.1 13.8 0.0 37.8 19.2 0.0 9.0 13.0 N 43 76 0 14 5 0 12 150 % 1.3 1.8 0.0 10.8 0.0 0.0 1.5 1.8 N 5 10 0 4 0 0 2 21 Total N 388 549 4 37 26 18 133 1,155 Minority Minority Not Minority % 25.3 23.9 25.0 18.4 19.2 44.4 21.2 24.1 N 99 131 1 7 5 8 28 279 % 74.7 76.1 75.0 81.6 80.8 55.6 78.8 75.9 N 293 418 3 31 21 10 104 880 Total N 392 549 4 38 26 18 132 1,159 A-16

Descriptive Statistics Table A-29. Marital Status by Demographics Gender Female Male Never Married Married Divorced Separated Widowed Domestic Partnership Total % 57.3 74.1 74.5 79.3 83.5 73.8 68.9 N 250 103 257 65 71 45 791 % 42.7 25.9 25.5 20.7 16.5 26.2 31.1 N 186 36 88 17 14 16 357 Total N 436 139 345 82 85 61 1,148 18 to 20 % 15.8 0.7 0.3 0.0 0.0 3.3 6.4 N 69 1 1 0 0 2 73 A C S 2 0 1 4 Age 21 to 40 41 to 60 61 to 75 75+ % 45.6 44.5 17.8 36.6 2.4 32.8 32.6 N 199 61 61 30 2 20 373 % 33.3 39.4 59.8 53.7 54.1 55.7 46.2 N 145 54 205 44 46 34 528 % 5.3 14.6 19.5 8.5 31.8 8.2 13.0 N 23 20 67 7 27 5 149 % 0.0 0.7 2.6 1.2 11.8 0.0 1.8 N 0 1 9 1 10 0 21 Total N 436 137 343 82 85 61 1,144 Minority Minority Not Minority % 28.8 23.7 18.3 26.8 22.6 19.7 24.0 N 126 33 63 22 19 12 275 % 71.2 76.3 81.7 73.3 77.4 80.3 76.0 N 311 106 281 60 65 49 872 Total N 437 139 344 82 84 61 1,147 A-17

Descriptive Statistics Table A-30. Employment Status by Demographics Gender Female Male Currently employed Employed in the last 6 months Average hours worked Yes No Total Yes No Total <35/ week >35/ week Total % 64.9 69.2 68.7 66.9 68.9 68.6 72.5 62.6 65.6 N 87 710 797 111 686 797 29 57 86 % 35.1 30.8 31.3 33.1 31.1 31.4 27.5 37.4 34.4 N 47 316 363 55 310 365 11 34 45 Total N 134 1,026 1,160 166 996 1,162 40 91 131 A C S 2 0 1 4 Age Ethnicity 18 to 20 % 14.3 5.5 6.5 15.9 4.9 6.5 7.5 17.8 14.6 N 19 56 75 26 49 75 3 16 19 21 to 40 % 45.1 31.2 32.8 46.3 30.5 32.7 65.0 36.7 45.4 N 60 319 379 76 303 379 26 33 59 41 to 60 % 36.8 47.2 46.0 34.1 48.0 46.0 27.5 38.9 35.4 N 49 483 532 56 477 533 11 35 46 61 to 75 % 3.8 14.1 12.9 3.7 14.5 13.0 0.0 6.7 4.6 N 5 144 149 6 144 150 0 6 6 75+ % 0.0 2.1 1.8 0.0 2.1 1.8 0.0 0.0 0.0 N 0 21 21 0 21 21 0 0 0 Total N 133 1,023 1,156 164 994 1,158 40 90 130 African % 3.8 6.6 6.2 8.5 5.9 6.2 5.1 3.3 3.8 American N 5 67 72 14 58 72 2 3 5 Asian Pacific % 4.5 3.0 3.2 5.5 2.7 3.1 7.7 3.3 4.6 Islander N 6 31 37 9 27 36 3 3 6 Caucasian % 73.7 76.1 75.8 68.5 77.0 75.8 79.5 70.3 73.1 N 98 775 873 113 761 874 31 64 95 Hispanic % 14.3 8.2 8.9 11.5 8.5 8.9 7.7 17.6 14.6 N 19 84 103 19 84 103 3 16 19 Native % 2.3 3.9 3.7 4.8 3.6 3.8 0.0 3.3 2.3 American N 3 40 43 8 36 44 0 3 3 Other % 1.5 2.2 2.1 1.2 2.2 2.1 0.0 2.2 1.5 N 2 22 24 2 22 24 0 2 2 Total N 133 1,019 1,152 165 988 1,153 39 91 130 A-18

Descriptive Statistics Table A-31. Medicaid Status and Health Check-up by Demographics Gender Female Male Do you have Medicaid insurance Did you see a medical a professional for check-up or because you were sick Yes No Total Yes No Total % 68.9 72.3 69.2 70.4 51.0 68.7 N 710 68 778 743 51 794 % 31.1 27.7 30.8 29.6 49.0 31.3 N 321 26 347 312 49 361 Total N 1,031 94 1,125 1,055 100 1,155 A C S 2 0 1 4 Age Ethnicity 18 to 20 % 5.7 13.8 6.4 6.3 9.1 6.5 N 59 13 72 66 9 75 21 to 40 % 31.8 43.6 32.8 30.6 53.5 32.6 N 327 41 368 322 53 375 41 to 60 % 46.9 35.1 45.9 47.7 28.3 46.0 N 482 33 515 502 28 530 61 to 75 % 13.7 7.4 13.2 13.7 6.1 13.0 N 141 7 148 144 6 150 75+ % 1.8 0.0 1.6 1.7 3.0 1.8 N 18 0 18 18 3 21 Total N 1,027 94 1,121 1,052 99 1,151 African % 6.6 4.3 6.4 6.2 6.2 6.2 American N 68 4 72 65 6 71 Asian Pacific % 3.0 6.4 3.3 3.2 3.1 3.2 Islander N 31 6 37 34 3 37 Caucasian % 76.0 72.3 75.6 76.0 73.2 75.7 N 777 68 845 797 71 868 Hispanic % 8.8 9.6 8.9 8.8 11.3 9.0 N 90 9 99 92 11 103 Native % 3.6 7.4 3.9 3.8 3.1 3.8 American N 37 7 44 40 3 43 Other % 2.0 0.0 1.8 2.0 3.1 2.1 N 20 0 20 21 3 24 Total N 1,023 94 1,117 1,049 97 1,146 A-19

Descriptive Statistics Table A-32. Outpatient Hours by Demographics Outpatient Service Hours 0<1 1 to 5 5 to 25 25 to 50 50 + Total Female % 0.0 70.5 65.9 68.8 68.6 68.4 N 0 392 321 44 35 792 Gender Male % 0.0 29.5 34.1 31.2 31.4 31.6 N 0 164 166 20 16 366 Total N 0 556 487 64 51 1,158 18 to 20 % 0.0 7.2 6.0 2.9 1.8 6.2 N 0 42 30 2 1 75 21 to 40 % 0.0 33.0 32.3 37.1 25.0 32.6 N 0 193 163 26 14 396 A C S 2 0 1 4 Age 41 to 60 61 to 75 75+ African % 0.0 44.3 47.2 50.0 51.8 46.2 N 0 259 238 35 29 561 % 0.0 13.0 13.3 7.1 16.1 12.9 N 0 76 67 5 9 157 % 0.0 2.6 1.2 2.9 5.4 2.1 N 0 15 6 2 3 26 Total N 0 585 504 70 56 1,215 % 0.0 7.9 5.3 7.1 0.0 6.4 American N 0 46 26 5 0 77 Asian Pacific % 0.0 3.3 3.0 1.4 5.4 3.2 Islander N 0 19 15 1 3 38 Caucasian % 0.0 72.7 79.8 75.7 71.4 75.7 N 0 421 394 53 40 908 Ethnicity Hispanic % 0.0 10.4 6.9 10.0 10.7 8.9 N 0 60 34 7 6 107 Native % 0.0 3.6 3.0 5.7 7.1 3.7 American N 0 21 15 4 4 44 Other % 0.0 2.1 2.0 0.0 5.4 2.1 N 0 12 10 0 3 25 Total N 0 579 494 70 56 1,199 A-20

Descriptive Statistics Table A-33. General Satisfaction by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Satisfaction with Services N Mean Std Deviation Female 798 3.98.93 Male 366 3.97.73 Total 1,164 3.97.87 18 to 20 75 3.98.73 21 through 40 396 3.82.91 41 through 60 561 4.03.87 61 through 75 157 4.00.93 Over 75 26 3.78.65 Total 1,215 3.95.88 African American 77 3.90 1.03 Asian Pacific Islander 38 4.07.77 Caucasian 913 3.98.89 Hispanic 108 3.89.71 Native American 44 3.93.80 Other 25 3.59.91 Total 1,205 3.96.88 A-21

Descriptive Statistics Table A-34. Appropriateness and Quality of Services by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Appropriateness and Quality of Services. N Mean Std Deviation Female 798 4.04.65 Male 366 3.98.56 Total 1,164 4.02.62 18 to 20 75 4.13.56 21 through 40 391 4.00.62 41 through 60 548 4.02.65 61 through 75 153 3.98.62 Over 75 22 3.90.46 Total 1,189 4.01.63 African American 77 3.96.70 Asian Pacific Islander 37 4.05.58 Caucasian 893 4.04.63 Hispanic 104 3.93.52 Native American 44 4.00.63 Other 25 3.60.76 Total 1,180 4.02.63 A-22

Descriptive Statistics Table A-35. Participation in Treatment Goals by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Participation in Treatment Goals N Mean Std Deviation Female 797 3.98.84 Male 365 3.95.68 Total 1,162 3.97.79 18 to 20 75 4.00.77 21 through 40 389 3.98.75 41 through 60 547 3.96.82 61 through 75 153 3.89.88 Over 75 22 3.91.43 Total 1,186 3.96.80 African American 77 3.93.77 Asian Pacific Islander 37 4.14.62 Caucasian 891 3.98.81 Hispanic 104 3.90.65 Native American 43 3.95.87 Other 25 3.42.87 Total 1,177 3.96.80 A-23

Descriptive Statistics Table A-36. Perceived Outcome of Services by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Perceived Outcome of Services N Mean Std Deviation Female 796 3.60.88 Male 366 3.61.78 Total 1,162 3.60.85 18 to 20 74 3.73.78 21 through 40 388 3.50.88 41 through 60 537 3.62.85 61 through 75 151 3.66.85 Over 75 21 3.86.47 Total 1,171 3.60.85 African American 74 3.55.86 Asian Pacific Islander 37 3.73.84 Caucasian 880 3.61.86 Hispanic 104 3.57.73 Native American 44 3.64 1.00 Other 25 3.25.91 Total 1,164 3.60.85 A-24

Descriptive Statistics Table A-37. Perception of Access to Services by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Perception of Access to Services N Mean Std Deviation Female 798 3.85.78 Male 366 3.88.63 Total 1,164 3.86.73 18 to 20 75 3.92.66 21 through 40 394 3.74.76 41 through 60 554 3.90.74 61 through 75 155 3.92.69 Over 75 23 3.94.35 Total 1,201 3.85.73 African American 77 3.84.72 Asian Pacific Islander 38 3.92.72 Caucasian 901 3.86.74 Hispanic 107 3.90.59 Native American 44 3.76.82 Other 25 3.56.73 Total 1,192 3.85.73 A-25

Descriptive Statistics Table A-38. Functioning by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity NOMS Functioning Scale N Mean Std Deviation Female 792 3.66.87 Male 365 3.60.83 Total 1,157 3.64.86 18 to 20 74 3.85.82 21 through 40 386 3.63.85 41 through 60 536 3.59.89 61 through 75 149 3.71.82 Over 75 20 3.78.50 Total 1,165 3.64.86 African American 74 3.50.93 Asian Pacific Islander 36 3.86.74 Caucasian 875 3.63.86 Hispanic 104 3.65.80 Native American 44 3.89.82 Other 25 3.29 1.12 Total 1,158 3.64.86 A-26

Descriptive Statistics Table A-39. Social Connectedness by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity NOMS Social Connectedness Scale N Mean Std Deviation Female 796 3.72.82 Male 365 3.71.81 Total 1,161 3.72.82 18 to 20 75 3.98.74 21 through 40 384 3.73.80 41 through 60 535 3.65.85 61 through 75 151 3.77.79 Over 75 21 3.92.65 Total 1,166 3.72.82 African American 74 3.67.92 Asian Pacific Islander 36 3.91.70 Caucasian 877 3.71.82 Hispanic 104 3.77.68 Native American 44 3.88.81 Other 25 3.48.85 Total 1,160 3.72.81 A-27

Descriptive Statistics Table A-40. Stigma by Gender, Age, and Ethnicity A C S 2 0 1 4 Gender Age Ethnicity Stigma Scale N Mean Std Deviation Female 760 2.39.65 Male 356 2.37.60 Total 1,116 2.38.63 18 to 20 72 2.34.66 21 through 40 363 2.40.62 41 through 60 517 2.43.62 61 through 75 142 2.24.67 Over 75 19 1.90.50 Total 1,113 2.38.63 African American 67 2.45.69 Asian Pacific Islander 34 2.48.55 Caucasian 840 2.37.65 Hispanic 101 2.32.46 Native American 42 2.52.65 Other 24 2.63.70 Total 1,108 2.38.63 A-28

File Information APPENDIX B File Information Document B-1

File Information Codebook PID_A Standard Attributes Label PID CID Standard Attributes Label <none> MHDPFRP Standard Attributes Label <none> RUID Standard Attributes Label Provider Agency 2 Adams County Counseling 3 Rogers Counseling Center (asotin) 4 Garfield MH Center 5 Chelan-Douglas Behavioral Health Cntr 6 Penninsula Counseling Center 7 Westend Outreach Services 9 Lower Columbia MH Center 10 Thurston-Mason Community MH Center Labeled s 12 Ferry County Community Services 13 Grant Mental HealthCare 14 Columbia River MH Cntr (Elahan) 17 Jefferson County Counseling 18 Asian Counseling and Referral Services 19 Central Area MH Center, Inc 20 Community Home Health Care 21 Community House 22 Community Psychiatric Clinic B-2

File Information 24 Consejo 26 Harborview Community MH Center 27 Highline-West Seattle MH Center 29 Seattle Childrens Home 30 Seattle Counseling Service 31 Y.M.C.A. Youth at Risk 33 Seattle Mental Health Institute 34 Valley Cities MH Center 36 Kitsap Mental Health 38 Klickitat County MH Services 40 Okanogan Family Counseling 41 Northwest MH Services 42 Pend Oreille 44 Tacoma Comprehensive 45 Greater Lakes MH Center 46 Good Samaritan Hospital 48 Skagit Counseling & Psychiatric Services 49 Skamania County Counseling Center 50 Counterpoint 53 Lifenet Health 54 Spokane MH Center 55 Stevens County Counseling Services Center 56 Walla Walla MH Center 57 Whatcom Counseling & Psychiatric 58 Snohomish County E&T 60 Lake Whatcom Res/Treatment Fac 62 Catholic Community Services 63 Whitman County MH Center 64 Central WA Comprehensive MH Inc 65 Evergreen Counseling Cntr 66 Willapa Counseling Cntr 67 Central WA Comprehensive MH - Kittitas 68 Sunderland Family Services B-3

File Information 69 SEA-MAR 70 Catholic Community Services - Homebuilders 71 Cascade Mental HealthCare 73 Lourdes Counseling Center 74 Yakima Valley Farm Workers 75 Wahkiakum MH Services 76 Family Counseling Services - Spokane 77 Catholic Services - Seattle 78 Catholic Family & Child Services - Yakima 80 Childrens Hospital & Medical Center 81 Kwawachee Counseling Center 82 Nueva Esperanza 83 Tamarack - Spokane 84 Lutheran Social Services - Spokane 85 Childrens Home Society - Vancouver 86 Catholic Family Services - Spokane 87 Lutheran Social Services 88 Catholic Community Services - Grays Harbor 89 Childrens Home Society - Spokane 91 Childrens Center 92 Saint Peters Hospital 93 Saint John Medical Cntr 95 Childrens Home Society of WA - Wenatchee 98 Sacred Heart Hospital (Acute Diversion) 99 Benton/Franklin Crisis Response Services 101 Pierce County Jail 107 Skagit County Human Services 110 Catholic Family & Child Svc 119 SL Start 122 Toutle River Boys Ranch 125 Sea Mar Community Health Centers 127 SEA MAR of Pierce County 130 Excelsior Youth Cntr B-4

File Information 131 Snohomish County Human Services Department 132 SW Hospital 133 Grief Counseling Program 134 NATIVE Project 137 Blue Mountain Counseling 140 ITA - King County 142 ITA - Pierce County 143 Volunteers of America - Snohomish 146 Spokane Emergency Services 148 Transitional Resources 152 Downtown Emergency Center 153 E. lohr (Madison House) 156 Blair House 157 Grande Manor 160 Memory Lane Home 161 Milford House 162 Oak Hill Center 164 Branch Manor 165 Cascade Hill 166 Chartley House 167 El Rey CCF and ARTF 168 The Inn 169 Keystone Resources 173 Summit Inn 175 Aurora House 181 Palouse Care 185 Central WA Comprehensive-Res Facility 188 Sunnyside Residential 192 Second Street House 193 Burwell House 194 Elahan Place 195 Evergreen Retirement Inn 219 Benson Heights B-5

File Information 221 High West 225 R.E.M. Association 226 Spokane County Supportive Living Program 227 SEA MAR 228 Behavioral Health Resources 229 Catholic Community Services 231 Clark County Mental Health Court 236 Family Solutions 237 Walla Walla County DHS Crisis Response 238 RMH Services 239 Mental Health North West 243 Lifeline Connections 246 Evergreen Healthcare 252 Tulalip Family Counseling 264 Bridgeways 484 Skagit County E&T 826 Spokane County Jail 6001 Casey Family Partners 6004 Spokane County Triage 6005 Community Detox of Spokane County 6006 School District 81 6007 Volunteers of America, Passages 7002 SEER - Spokane Community College 8000 Mallon Place 8001 Sunshine House 8002 Valley View 8003 Sunshine Terrace 8004 Sunshine Terrace Rehab 8005 Whitehouse Living Center 8007 Carlyle House 8010 Ridgefield Living Center 8016 Gleed Orchard Manor 8018 Buena Pathways B-6

File Information 8019 Crisis Triage Center 8022 Greenhouse 8024 Skagit Adult Crisis 8025 Bailey Adult Crisis 8026 Haven House 8028 WCPC Crisis Respite 8029 Lake Whatcom Center 8032 El Rey -SL 8044 Kellys Adult Family Home 8045 Stillwater House 8047 Brierwood Home 8049 Park Place 8050 Luckett House 8054 Cullum House 8056 CVCH Diversion 8057 Evergreen Crisis Clinic 9000 Capital Clubhouse 9001 Friends of Rose House 10006 Clark County Crisis Services 10019 Sea Mar Behavioral Health 10022 Interfaith Community Health Centers 10025 Sea Mar Community Health Centers 10044 Sunshine House Stepdown 10045 Spokane County Juvenile 10067 Recovery Innovations, Inc 10072 Telecare E&T of Pierce County 10080 Recovery Innovations 10081 CVAB-VAL OGDEN CLUBHOUSE-CLARK COUNTY 10095 Childrens Home Society of Wenatchee RSNPROV_MIS Standard Attributes Label RSN Labeled s 410 SP B-7

File Information 411 KI 412 NS 413 GC 416 PE 418 TM 419 PI 420 GH 424 CL 425 CD 426 TI servdate Standard Attributes Label Last Service Date SUM_SVC_M Standard Attributes Label Service Minutes SUM_SVC_H Standard Attributes Label Service Hours Hours_cat Standard Attributes Label Outpatient Service Hours Categories 1.00 Less than 1 hour 2.00 1 to 5 hours Valid s 3.00 5 to 25 hours 4.00 25 to 50 hours 5.00 50 hours or more client_last_name_mis Standard Attributes Label Client Last Name B-8

File Information client_first_name_mis Standard Attributes Label Client First Name DOB_MIS Standard Attributes Label DOB Client_age_Mis Standard Attributes Label Age at last Service age_cat99 Standard Attributes Label Age Categories 1 18 to 20 2 21 through 40 Valid s 3 41 through 60 4 61 through 75 5 Over 75 SSN Standard Attributes Label Social Security Number Gender_MIS_SR Standard Attributes Label Gender MSR 1 Female Valid s 2 Male 3 Unknown Ethnic_MIS_SR Standard Attributes Label Ethnicity MSR B-9

File Information 1 African American 2 Asian Pacific Islander 3 Caucasian Valid s 4 Hispanic 5 Native American 6 Other Missing s 99 Not Reported Unknown LastDisposition Standard Attributes Label Last Disposition 1 Disconnect 2 Wrong Number 3 No Answer 4 Answering Machine 5 Busy 6 Language Barrier 7 Already Responded 8 Unavailable 9 Hard Refusal Valid s 10 Soft Refusal 11 Callback/Not at Home 12 Partial Complete 13 Mid-Terminate 14 Complete 15 No Mental Health Services 16 Deceased 17 Mail Survey Request 18 Left Message with Friend/Relative 19 No Longer at this Number DispRecode Standard Attributes Label Disposition Recode Valid s 1 Incorrect Number B-10

File Information 2 Language Barrier 3 Unavailable 4 Refusals 5 Completions 6 No Mental Health Services 7 Deceased 8 No Answer 9 Other Adult_Frame Standard Attributes Label Adult Sampling Frame 0 No Valid s 1 Yes Family_Youth_Frame Standard Attributes Label Family/Youth Sampling Frame 0 No Valid s 1 Yes Adult_Sample Standard Attributes Label Adult Sample All 0 No Valid s 1 Yes Family_Youth_Sample Standard Attributes Label Family/Youth Sample All 0 No Valid s 1 Yes Adult_Youth_sample Standard Attributes Label Adult Youth Overlap B-11

File Information Valid s 0 No 1 Yes Respondent_Adult Standard Attributes Label Adult Respondent 0 No Valid s 1 Yes q1 Standard Attributes Label I like the services I received there. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q2 Standard Attributes Valid s Missing s If I had other choices, I would still get services from this Label agency. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q3 B-12

File Information Standard Attributes Valid s Missing s I would recommend this agency to a friend or family Label member. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q4 Standard Attributes Valid s Missing s The location of services was convenient (parking, public Label transportation, distance, etc.) 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q5 Standard Attributes Valid s Missing s Staff are willing to see me as often as I felt it was Label necessary. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused B-13

File Information q6 Standard Attributes Label Staff returned my telephone call in 24 hours. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q7 Standard Attributes Label Services were available at times that were good for me. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q8 Standard Attributes Label I was able to get all the services I thought I needed. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused B-14

File Information q9 Standard Attributes Label I was able to see a psychiatrist when I wanted to. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q10 Standard Attributes Valid s Missing s Staff at this agency believe that I can grow, change and Label recover. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q11 Standard Attributes Valid s Missing s I felt comfortable asking questions about my treatment Label and medication. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply B-15

File Information 99 Refused q12 Standard Attributes Label I felt free to complain. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q13 Standard Attributes Label I was given information about my rights. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q14 Standard Attributes Valid s Missing s Staff encouraged me to take responsibility for how I live Label my life. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply B-16

File Information 99 Refused q15 Standard Attributes Label Staff told me what side effects to look out for. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q16 Standard Attributes Valid s Missing s Staff respected my wishes about who is and who is not to Label be given information about my treatment. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q17 Standard Attributes Label I, Not staff, decided my treatment goals. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree Missing s 77 Unknown 88 Does Not Apply B-17

File Information 99 Refused q18 Standard Attributes Valid s Missing s Staff were sensitive to my cultural background (race, Label religion, language, etc.). 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q19 Standard Attributes Valid s Missing s Staff helped me obtain information I needed so that I Label could take charge of managing my illness. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q20 Standard Attributes Valid s I was encouraged to use consumer-run programs (such Label as support groups, drop-in centers, crisis phone lines, etc.). 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree B-18

File Information Missing s 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q25 Standard Attributes Valid s Missing s As a direct result of services I received: I deal more Label effectively with daily problems. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q26 Standard Attributes Valid s Missing s As a direct result of services I received: I am better able Label to control my life. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q27 Standard Attributes Valid s As a direct result of services I received: I am better able Label to deal with crisis. 1 Strongly Agree 2 Agree B-19

File Information Missing s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q28 Standard Attributes Valid s Missing s As a direct result of services I received: I am getting Label along better with my family. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q29 Standard Attributes Valid s Missing s As a direct result of services I received: I do better in Label social situations. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q30 Standard Attributes Label As a direct result of services I received: I do better in school and/or work. B-20

File Information Valid s Missing s 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q31 Standard Attributes Valid s Missing s As a direct result of services I received: My housing Label situation has improved. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q32 Standard Attributes Valid s Missing s As a direct result of services I have received: My Label symptoms are not bothering me as much. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q58 B-21

File Information Standard Attributes Label I do things that are more meaningful to me. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q59 Standard Attributes Label I am better able to take care of my needs. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q60 Standard Attributes Label I am better able to handle things when they go wrong. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q61 B-22

File Information Standard Attributes Label I am better able to do things that I want to do. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q62 Standard Attributes Label I am happy with the friendships that I have. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q63 Standard Attributes Label I have people with whom I can do enjoyable things. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q64 B-23

File Information Standard Attributes Label I feel I belong in my community. 1 Strongly Agree 2 Agree Valid s 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown Missing s 88 Does Not Apply 99 Refused q65 Standard Attributes Valid s Missing s In a crisis, I would have the support I need from family or Label friends. 1 Strongly Agree 2 Agree 3 Undecided 4 Disagree 5 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q66 Standard Attributes Valid s Missing s People discriminate against me because I have a mental Label illness. 1 Strongly Agree 2 Agree 3 Disagree 4 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q67 B-24

File Information Standard Attributes Valid s Missing s Others think I cannot achieve much in life because I have Label a mental illness. 1 Strongly Agree 2 Agree 3 Disagree 4 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q68 Standard Attributes Valid s Missing s People ignore me or take me less seriously just because I Label have a mental illness. 1 Strongly Agree 2 Agree 3 Disagree 4 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q69 Standard Attributes Valid s Missing s People often patronize me, or treat me like a child, just Label because I have a mental illness. 1 Strongly Agree 2 Agree 3 Disagree 4 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q70 B-25

File Information Standard Attributes Valid s Missing s Nobody would be interested in getting close to me Label because I have a mental illness. 1 Strongly Agree 2 Agree 3 Disagree 4 Strongly Disagree 77 Unknown 88 Does Not Apply 99 Refused q75 Standard Attributes Valid s Missing s In general, how would you rate the quality of your life at Label the present time. 1 Very Poor 2 Poor 3 Neither Poor nor Good 4 Good 5 Very Good 77 Unknown 99 Refused sex_sr Standard Attributes Label Are you: 1 Female Valid s 2 Male 77 Unknown Missing s 99 Refused dob_sr Standard Attributes Label Self-Reported Date of Birth hispanic Standard Attributes Label Are you Hispanic, Latino/a, or Spanish origin? B-26

File Information Valid s Missing s 1 No, Not Hispanic, Latino/a, or Spanish Origin 2 Yes, Mexican, Mexican American, or Chicano/a 3 Yes, Puerto Rican 4 Yes, Cuban 5 Yes, Another Hispanic, Latino/a, or Spanish Origin 77 Unknown 99 Refused hispani1 Standard Attributes Label Are you Hispanic, Latino/a, or Spanish origin: Other race_sr Standard Attributes Valid s Missing s What is the race or ethnic group you most consider Label yourself belonging to? 1 Native American or Alaskan Native 2 Asian 3 African American or Black 4 Hispanic or Latino 5 White, non-hispanic 6 Pacific Islander 7 Other Race/Ethnicity 77 Unknown 99 Refused minority_mis_sr Standard Attributes Label Minority MSR 1 Minority Valid s 2 Not Minority Missing s 99 Unknown living_sr Standard Attributes Label What is your current living situation? Valid s 1 Private Residence Without Support B-27

File Information Missing s 2 Private Residence Receiving Support 3 Foster Home 4 24-Hour Residential Care 5 Institutional Setting 6 Jail or Juvenile Correction Facility 7 Homeless Shelter 8 Other Living Situation 77 Unknown 88 Does Not Apply 99 Refused num_res_sr Standard Attributes Label Including yourself how many people live at your residence checkup_sr Standard Attributes Valid s Missing s In the last year, did you see a medical doctor (or nurse) Label for a health check-up or because you were sick? 1 Yes 2 No 77 Unknown 99 Refused marital_sr Standard Attributes Valid s Missing s Which of the following best describes your marital Label status? 1 Never Married 2 Married 3 Divorced 4 Separated 5 Widowed 6 Domestic Partnership 77 Unknown 99 Refused B-28

File Information employ_sr Standard Attributes Label Were you employed in the last 6 months? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused crnt_employ_sr Standard Attributes Label Are you currently employed? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused employ_hrs_sr Standard Attributes Label On average do you work... 1 More than 35 Hours per Week Valid s 2 Fewer than 35 Hours per Week Missing s 77 Unknown 99 Refused benefits_sr Standard Attributes Label Do you receive benefits from your employer? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused q_46_1 Standard Attributes Label Which of the following benefits do you receive from your employer: None. B-29

File Information Valid s Missing s 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_2 Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Medical Insurance. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_3 Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Dental Insurance. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_4 Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Retirement. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_5 B-30

File Information Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Disability Insurance. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_6 Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Paid Vacations. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused q_46_7 Standard Attributes Valid s Missing s Which of the following benefits do you receive from your Label employer: Other Benefits. 0 No 1 Yes 77 Unknown 88 Does Not Apply 99 Refused medicaid Standard Attributes Label Do you have Medicaid insurance? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused B-31

File Information arrestpst Standard Attributes Label Were you arrested during the past 12 months? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused arrestpri Standard Attributes Label Were you arrested in the 12 months prior to that? 1 Yes Valid s 2 No Missing s 77 Unknown 99 Refused encounte Standard Attributes Label Over the last year, have your encounters with police... 1 Been Reduced (police have not arrested or hassled you or taken you to a shelter or crisis program). Valid s 2 Stayed the Same 3 Increased 4 Not Applicable (No encounters this year or last). Missing s 77 Unknown 99 Refused language Standard Attributes Label What language was the interview completed in? 1 English Valid s 2 Spanish 3 Russian Missing s 99 Unknown q_1_r B-32

File Information Standard Attributes Label Directional Recode: I like the services I received there. 1 Strongly Disagree 2 Disagree Valid s 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know Missing s 88 Does not apply 99 Refused q_2_r Standard Attributes Valid s Missing s Directional Recode: If I had other choices, I would still Label get services from this agency. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_3_r Standard Attributes Valid s Missing s Directional Recode: I would recommend this agency to a Label friend or family member. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused B-33

File Information q_4_r Standard Attributes Valid s Missing s Directional Recode: The location of services was Label convenient (parking, public transportation, distance, etc.) 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_5_r Standard Attributes Valid s Missing s Directional Recode: Staff are willing to see me as often as Label I felt it was necessary. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_6_r Standard Attributes Valid s Directional Recode: Staff returned my telephone call in Label 24 hours. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree B-34

File Information 77 Dont Know Missing s 88 Does not apply 99 Refused q_7_r Standard Attributes Valid s Missing s Directional Recode: Services were available at times that Label were good for me. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_8_r Standard Attributes Valid s Missing s Directional Recode: I was able to get all the services I Label thought I needed. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_9_r Standard Attributes Valid s Directional Recode: I was able to see a psychiatrist when Label I wanted to. 1 Strongly Disagree 2 Disagree 3 Undecided B-35

File Information Missing s 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_10_r Standard Attributes Valid s Missing s Directional Recode: Staff at this agency believe that I can Label grow, change and recover. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_11_r Standard Attributes Valid s Missing s Directional Recode: I felt comfortable asking questions Label about my treatment and medication. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_12_r Standard Attributes Label Directional Recode: I felt free to complain. 1 Strongly Disagree Valid s 2 Disagree B-36

File Information Missing s 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_13_r Standard Attributes Valid s Missing s Directional Recode: I was given information about my Label rights. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_14_r Standard Attributes Valid s Missing s Directional Recode: Staff encouraged me to take Label responsibility for how I live my life. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_15_r Standard Attributes Label Directional Recode: Staff told me what side effects to look out for. B-37

File Information Valid s Missing s 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_16_r Standard Attributes Valid s Missing s Directional Recode: Staff respected my wishes about who Label is and who is not to be given information about my treatment. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_17_r Standard Attributes Valid s Missing s Directional Recode: I, Not staff, decided my treatment Label goals. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_18_r B-38

File Information Standard Attributes Valid s Missing s Directional Recode: Staff were sensitive to my cultural Label background (race, religion, language, etc.). 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_19_r Standard Attributes Valid s Missing s Directional Recode: Staff helped me obtain information I Label needed so that I could take charge of managing my illness. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_20_r Standard Attributes Label Directional Recode: I was encouraged to use consumerrun programs (such as support groups, drop-in centers, crisis phone lines, etc.). 1 Strongly Disagree 2 Disagree Valid s 3 Undecided 4 Agree 5 Strongly Agree Missing s 77 Dont Know B-39

File Information 88 Does not apply 99 Refused q_25_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I Label received: I deal more effectively with daily problems. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_26_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I Label received: I am better able to control my life. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_27_r Standard Attributes Valid s Directional Recode: As a direct result of services I Label received: I am better able to deal with crisis. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree B-40

File Information Missing s 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_28_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I Label received: I am getting along better with my family. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_29_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I Label received: I do better in social situations. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_30_r Standard Attributes Valid s Directional Recode: As a direct result of services I Label received: I do better in school and/or work. 1 Strongly Disagree 2 Disagree B-41

File Information Missing s 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_31_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I Label received: My housing situation has improved. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_32_r Standard Attributes Valid s Missing s Directional Recode: As a direct result of services I have Label received: My symptoms are not bothering me as much. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_58_r Standard Attributes Label Directional Recode: I do things that are more meaningful to me. B-42

File Information Valid s Missing s 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_59_r Standard Attributes Valid s Missing s Directional Recode: I am better able to take care of my Label needs. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_60_r Standard Attributes Valid s Missing s Directional Recode: I am better able to handle things Label when they go wrong. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_61_r B-43

File Information Standard Attributes Valid s Missing s Directional Recode: I am better able to do things that I Label want to do. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_62_r Standard Attributes Valid s Missing s Directional Recode: I am happy with the friendships that Label I have. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_63_r Standard Attributes Valid s Missing s Directional Recode: I have people with whom I can do Label enjoyable things. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused B-44

File Information q_64_r Standard Attributes Label Directional Recode: I feel I belong in my community. 1 Strongly Disagree 2 Disagree Valid s 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know Missing s 88 Does not apply 99 Refused q_65_r Standard Attributes Valid s Missing s Directional Recode: In a crisis, I would have the support I Label need from family or friends. 1 Strongly Disagree 2 Disagree 3 Undecided 4 Agree 5 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_66_r Standard Attributes Valid s Missing s Directional Recode: People discriminate against me Label because I have a mental illness. 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused B-45

File Information q_67_r Standard Attributes Valid s Missing s Directional Recode: Others think I cannot achieve much Label in life because I have a mental illness. 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_68_r Standard Attributes Valid s Missing s Directional Recode: People ignore me or take me less Label seriously just because I have a mental illness. 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused q_69_r Standard Attributes Valid s Missing s Directional Recode: People often patronize me, or treat Label me like a child, just because I have a mental illness. 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused B-46

File Information q_70_r Standard Attributes Valid s Missing s Directional Recode: Nobody would be interested in Label getting close to me because I have a mental illness. 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly Agree 77 Dont Know 88 Does not apply 99 Refused gensat_s Standard Attributes Label Scale: Satisfaction with Services appropriate_s Standard Attributes Label Scale: Appropriateness and Quality of Services. participation_s Standard Attributes Label Scale: Participation in Treatment Goals outcom_s Standard Attributes Label Scale: Perceived Outcome of Services access_s Standard Attributes Label Scale: Perception of Access to Services functioning_s Standard Attributes Label Scale: NOMS Functioning Scale B-47

File Information connected_s Standard Attributes Label Scale: NOMS Social Connectedness Scale Stigma_s Standard Attributes Label Scale: Stigma Scale stigma_d Standard Attributes Label Dichotomous Recode: Stigma Scale Valid s 1.00 Disagree or Strongly Disagree 2.00 Agree or Strongly Agree likemost1 Standard Attributes Valid s What two things did you like most about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation likemost2 B-48

File Information Standard Attributes Valid s What two things did you like most about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation likemost3 Standard Attributes Valid s What two things did you like most about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation likemost4 B-49

File Information Standard Attributes Valid s What two things did you like most about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation likeleast1 Standard Attributes Valid s What two things did you like least about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation B-50

File Information likeleast2 Standard Attributes Valid s What two things did you like least about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation likeleast3 Standard Attributes Valid s What two things did you like least about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients B-51

File Information 13 Access related to Place, Distance, or Transportation likeleast4 Standard Attributes Valid s What two things did you like least about the services you Label received? 1 Services 2 Support 3 Group Therapy 4 Medication 5 Access related to Time, Convenience, or Money 6 Office or General Staff 7 Therapy or Case Management Staff 8 Environment 9 Medical Staff 10 Staff Turnover 11 Stigma, Bias, Discrimination, Fairness, Respect 12 Fear of Other Patients 13 Access related to Place, Distance, or Transportation B-52

Letters and Administrative Materials APPENDIX C Letters and Administrative Materials C-1

Letters and Administrative Materials The Washington Institute 9601 Steilacoom Boulevard SW Tacoma, Washington 98498-7213 Month day,year1 WE NEED YOUR HELP! «GivenName» «Surname» «street2» «city», «state» «zip» («home_area_code») «home_phone_dash» Hello! We are a survey team from the University of Washington. We have been asked by the Division of Behavioral Health and Recovery of the Department of Social and Health Services to talk with you about the mental health services you have received. We would like to talk to you over the telephone. We want to interview you to better understand the needs and opinions of people who use mental health services. What you say to us may help the Division of Behavioral Health and Recovery improve their services. Since we cannot talk with everyone who uses mental health services in Washington, we have selected a small group of people to talk to. Your name was chosen completely by chance. The survey will take about 15 minutes. One of our telephone interviewers will call you over the next few weeks and remind you that we sent this yellow colored letter. That s how you will know it is one of our interviewers who is calling. If our interviewer calls at an inconvenient time, ask them to call back later. If you have any special needs that make a telephone interview difficult, let your interviewer know and we will make special arrangements. If the telephone number shown below is not correct, please call toll-free to the number provided in the box below and give us your current telephone number. You may also call this number if you have any questions or comments. What you have to say is important to us. You don t have to take part in the survey if you don t want to, but we hope you will. If you don t wish to participate, just call the number in the box below and tell them, or tell the interviewer when they call. Nothing will happen to you if you decide not to take part. You still get all the services and benefits you currently receive. You may also stop the interview at any time and not answer any questions that you do not want to answer. The information you give us during the interview is confidential and will not be shared with your service provider or anyone else by name. Is this your correct phone Number? («home_area_code») «home_phone_dash» Please call us toll-free 1-866-538-7611 with any questions or to ask that we not include you in our survey. When calling, please use the following number, so that we can access your record quickly: «PID» STATE OF WASHINGTON DEPARTMENT OF SOCIAL AND HEALTH SERVICES ESPAÑOL AL REVÉS! C-2

Letters and Administrative Materials Division of Behavioral Health and Recovery PO Box 45320 Olympia WA 98504-5320 FAX (360) 902-7691 NECESITAMOS SU AYUDA! La División del Centro de Salud del Comportamiento y Recuperacion del Departamento de Servicios Sociales y de Salud le ha pedido a los investigadores de la Universidad de Washington que hable con usted acerca de los servicios de salud mental que ha recibido. Nos gustaría hablar con usted por teléfono. Queremos hacerle una entrevista a usted para poder entender mejor las necesidades y opiniones de las personas que usan servicios de salud mental. Lo que usted nos diga puede ayudar que la División del Centro de Salud del Comportamiento y Recuperacion mejore sus servicios. Cómo no podemos hablar con todas las personas que usan los servicios de salud mental en Washington, hemos seleccionado un grupo pequeño de personas para hablarles. Su nombre fue seleccionado completamente al azar. La encuesta tomará cómo 15 minutos. Uno de nuestros entrevistadores de teléfono le llamará en las próximas semanas y le recordará que le mandamos esta carta en papel de color amarillo. Esa es la manera que va a saber que es uno de nuestros entrevistadores que está llamando. Si nuestro entrevistador llama en una hora que no sea conveniente, pídale que llame más tarde. Si tiene cualquier necesidad especial que haría difícil una entrevista por teléfono, dígale a su entrevistador y haremos arreglos especiales. Si el número de teléfono mostrado abajo de su nombre al otro lado de esta carta no es correcto, por favor llámenos gratis al número 866/538-7611 para darnos el número correcto. También puede llamar a este número si tiene cualquier pregunta o comentario. Lo que usted nos diga es importante. No tiene que tomar parte de la encuesta si no lo desea pero esperamos que lo quiera hacer. Si no desea participar, llame al número 866/538-7611 y dígale a la persona que conteste o al entrevistador cuando llame. Nada le pasará si decide no participar. Todavía recibirá todos los servicios y beneficios que recibe actualmente. También puede parar la entrevista en cualquier momento y no contestar cualquier pregunta que no desee contestar. La información que usted nos dé durante la entrevista es confidencial y no se compartirá con su proveedor de servicios ni con cualquier otra persona por nombre. Gracias por su ayuda, ENGLISH ON REVERSE! C-3

Letters and Administrative Materials University of Washington-WIMHRT 9601 Steilacoom Boulevard SW Tacoma, Washington 98498-7213 [Date] Hello [Respondent s Name], You are receiving this packet because of your recent request during our last telephone conversation. Enclosed you will find the Consumer Satisfaction Survey and a stamped preaddressed envelope for you to return your completed survey. The purpose of the survey is to better understand the needs and opinions of the people who use state-funded mental health services. Your feedback may help the Division of Behavior Health and Recovery improve the services you and others receive. We want to remind you that the survey is completely voluntary. The survey asks about your experiences with your mental health service provider(s), educational and criminal history, employment, medical checkup/insurance status, as well as demographics (like gender, living situation, and ethnicity). The information that you provide will be confidential (private) and will not be shared with anyone. Only the survey team at the University of Washington will see the information about you. Information that could identify you will be detroyed. Your answers won t have anything to do with the services you have the right to receive. We greatly appreciate your time and feedback, and we want to thank you for your cooperation and willingness to share. If you have questions, please contact me at 1-866-538-7611. Sincerely, Nicole Suazo Research Coordinator C-4

Letters and Administrative Materials Pledge of Confidentiality The Washington Institute for Mental Health Research and Training promises respondents that data will be kept completely confidential. We feel this obligation strongly and ask that all of our employees read the Statement of Professional Ethics and sign a Pledge of Confidentiality. Please read the statement on the back of this page carefully and sign this sheet to indicate that you understand and pledge to uphold The Washington Institute s policy of confidentiality. Please sign your name and the date and print your name on the lines below. Signature Date (PLEASE PRINT) First Name Middle Initial Last Name (The above was adapted, with verbal permission, from The Social and Economic Sciences Research Center, Washington State University.) C-5

Letters and Administrative Materials Statement of Professional Ethics All interviewers and other employees of The Washington Institute for Mental Health Research and Training are expected to understand that their professional activities are directed and regulated by the following statements of policy. The Washington Institute for Mental Health Research and Training Obligations The rights of human subjects are a matter of primary concern to The Washington Institute. All study procedures are reviewed to ensure that individual respondents are protected at each stage of research. While it is The Washington Institute s policy to disseminate research results, the utmost care is taken to ensure that no data are released that would permit any respondent to be identified. All information that links a specific respondent to a particular interview is separated from the interview and put into special, secure files as soon as the interview is received and logged in. The interviews themselves are identified only by numbers. Interviewer Obligations The only acceptable role for an interviewer is that of a professional researcher. To depart from this role may introduce bias and compromise research objectives. In no case is an interviewer to attempt to counsel a respondent or sell any good or services to a respondent or enter into any but a professional relationship with a respondent. If asked for help by a respondent, interviewers must limit themselves to providing the names of regular, recognized agencies and are to do this only when such information or help is specifically requested by the respondent. By the same token, no interviewer should ever ask for advice or counseling from a respondent or in any way exploit the research situation for personal advantage. The respondent protection procedures observed by The Washington Institute will be undermined if interviewers do not maintain professional ethical standards of confidentiality regarding what they learn from or about respondents. All information obtained during the course of the research which concerns respondents, their families, or the organizations they represent, is privileged information whether it relates to the interview itself or is extraneous information learned by interviewers during the performance of their work. We have an obligation to respondents to keep their interviews confidential. We feel very strongly that this obligation should be honored. Therefore, please do not tell anyone the substance of any interview or part of an interview, no matter how fascinating or interesting it was. Also, please avoid giving your own summary of findings. Just because 90% of your respondents feel a certain way does not mean that 90% of everyone else feels the same way. Confidentiality is essential. Please help us maintain the reputation we have established for protecting anonymity of respondents, and honestly analyzing and reporting data. (The above was adapted, with verbal permission, from The Social and Economic Sciences Research Center, Washington State University.) C-6

Letters and Administrative Materials DSHS Non-Disclosure Agreement WASHINGTON STATE DEPARTMENT OF SOCIAL AND HEALTH SERVICES ECONOMIC SERVICES ADMINISTRATION NOTICE OF NONDISCLOSURE FORM As an employee of WIMHRT, which is doing business with the Washington State Department of Social and Health Services (DSHS), Economic Services Administration (ESA) under Contract No. 0791-15865, you may be given access to DSHS/ESA records and information that are deemed private and confidential by statute. A. CONFIDENTIALITY OF INDIVIDUALLY IDENTIFIABLE DATA 1. Individually identifiable data is confidential and is protected by various state and federal laws (e.g. Chapter 42.56 RCW, Chapter 70.02 RCW and RCW 74.04.060). 2. Confidential data includes all personal information (e.g., name, birth date, social security number) which may, in any manner, identify the individual. B. USE OF CONFIDENTIAL DATA 1. Any personal use of confidential data is strictly prohibited. 2. Access to data must be limited to those staff whose duties specifically require access to such data in the performance of their assigned duties. I have read and understand the above Notice of Nondisclosure. Printed Name Signature Position Date Telephone Number/e-mail address (KEEP ORIGINAL FOR YOUR FILE) C-7

Survey Instrument and Telephone Scripts APPENDIX D Survey Instrument and Telephone Scripts Adapted from the Mental Health Statistics Improvement Project (MHSIP) D-1

Survey Instrument and Telephone Scripts 2014 Adult Consumer Survey Telephone Survey Script The ACS Telephone Survey Script is formatted for CATI Lab use. C: (pre-question section) CATI ON C: (pre-question section) DEFFONT "Courier" 3 COLOR ORANGE ON BLACK 1 1 200 200 HELP F1 122 5 5 24 79 MACRO ENGLISH LANG = 1 REASK ENDMACRO MACRO SPANISH LANG = 2 REASK ENDMACRO ONKEY CtrlE ENGLISH ONKEY CtrlS SPANISH Q: EXPLAIN T: 5 5 1 Hello, my name is [INTERVIEWER NAME] and I am calling from The University of Washington. [How are you today?] May I please speak to [CONSUMER'S NAME]? The reason I am calling is that we have been asked by the Division of Behavioral Health and Recovery to talk with people about the mental health services they received. Your name was picked at random from a list of people who received mental health services within the last year. INTERVIEWER: Press 1 to Continue D-2

Survey Instrument and Telephone Scripts Ctrl/End to Terminate F1 for Answering Machine Script T: 15 5 1 Hello, my name is [Interviewer Name] and I am calling from the University of Washington. May I please speak to [CONSUMER NAME]? We called a few days ago about the Adult Consumer Survey, is now a good time to complete the survey? INTERVIEWER:... Press 1 then "Next" to Continue...... Ctrl/End to Terminate...... F1 for Answering Machine Script H: ANSWERING MACHINE SCRIPT IN ENGLISH: Hello, my name is. I am calling from the University of Washington. We are trying to contact [Respondent's Name] about an important study. Please call us toll free at 1-866-538-7611 to let us know when would be the best time to call. When you call, please say that you are calling about the "Adult Consumer Survey, ID Number [PID Number]." When calling back please be sure and leave your ID number so that we can reach you. If we have reached an incorrect phone number for [Respondent's Name] please call us toll free at 1-866-538-7611 and let us know that we have reached an incorrect phone number. Thank you for your time. ANSWERING MACHINE SCRIPT IN SPANISH: Hola, mi nombre es. Estoy llamado de la Universidad de Washington. Estamos tratando de comunicarnos con [Nombre de Respondiente] acerca de un D-3

Survey Instrument and Telephone Scripts estudio importante. Por favor llamenos gratuitamente al 1-866-538-7611 para dejarnos saber cuando seria el mejor tiempo para hablar. Cuando llame, por favor diga que esta llamando acerca del "Encuesta de Adultos, Numero de ID [Numero de ID]." Cuando llame asegúrese que deje el numero de ID para que podamos comunicarnos con usted. Si nos hemos comunicado a un número incorrecto para localizar a [Nombre del Respondiente] por favor llámenos gratuitamente al 1-866-538-7611 y déjenos saber que tenemos el número equivocado. Gracias por su tiempo. ENDHELP I: COLOR RED ON BLACK 16 5 19 56 IF (LANG = 2) CLEAR 5 5 19 200 SHOW "Hola, mi nombre es [NOMBRE de ENTREVISTADOR] y estoy llamando de la" 5 5 80 YELLOW ON BLACK L SHOW "universidad de Washington. [Como esta usted?] Puedo hablar con" 6 5 80 YELLOW ON BLACK L SHOW "[NOMBRE de Consumidor]?" 7 5 80 YELLOW ON BLACK L SHOW "La razón que estoy llamando es porque la División de Salud Mental del Estado" 9 5 80 YELLOW ON BLACK L SHOW "nos ha pedido que hablemos con personas acerca de los servicios de salud" 10 5 80 YELLOW ON BLACK L SHOW "mental que han recibido. Su nombre ha sido seleccionado al azahar de una lista" 11 5 80 YELLOW ON BLACK L SHOW "de personas que han recibido servicios de salud mental en los últimos nueve" 12 5 80 YELLOW ON BLACK L SHOW "meses." 13 5 80 YELLOW ON BLACK L SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para Continuar" 17 5 80 RED ON BLACK L SHOW...... "Ctrl/End por Terminar" 18 25 80 RED ON BLACK L SHOW...... D-4

Survey Instrument and Telephone Scripts ON BLACK L ENDIF NUM 1 1 1 0 25 1 "F1 for Manuscrito Para Maquina de Contestar" 19 25 80 RED Q: LETTER T: 5 5 1 A yellow colored letter was mailed to you recently describing the study. Do you remember receiving it? T: 10 5 1 1. Yes 2. No 3. Don't Know T: 15 5 1 INTERVIEWER: If NO or DON'T KNOW, say: It was just a brief letter to let people know that we would be calling. It was sent just... recently and may not have arrived yet. I: COLOR RED ON BLACK 15 5 17 200 IF (LANG = 2) CLEAR 5 5 7 200 SHOW "Recientemente se le mandó una carta en papel de color amarillo." 5 5 80 YELLOW ON BLACK L SHOW "Se acuerda de haberla recibido?" 7 5 80 YELLOW ON BLACK L CLEAR 10 5 11 200 SHOW "1. Sí" 10 5 20 YELLOW L SHOW "2. No" 11 5 80 YELLOW ON BLACK L SHOW "3. No sabe" 12 5 20 YELLOW ON BLACK L CLEAR 15 5 17 200 SHOW " ENTREVISTADOR: Si NO o No Sabe, lea: Era una carta breve para dejarle " 15 5 90 RED ON BLACK L SHOW " saber que híbamos a llamar. Se mando hace poco asi que quizas no " 16 22 80 RED ON BLACK L SHOW " les a llegado." 17 20 80 RED ON BLACK L ENDIF D-5

Survey Instrument and Telephone Scripts LOC 10 3 1 Natural SEL 3 1 1 0 OFF ENTER Q: EXPLAIN2 T: 5 5 1 This telephone interview is completely voluntary. The information you provide will be confidential (private). Only the surveyors at The University of Washington will see any information about you. Information that could identify you will be destroyed. Your answers won't have anything to do with the services you or your family members have a right to receive. What you have to say is important to us and will be used to make mental health programs better. INTERVIEWER:... Press 1 then "Next" to Continue...... Ctrl/End to Terminate... I: IF (LANG=2) CLEAR 5 5 20 200 SHOW "Esta entrevista es completamente voluntaria. La información que nos provee será" 5 5 80 YELLOW ON BLACK L SHOW "confidencial (privada)." 6 5 80 YELLOW ON BLACK L SHOW "Solo los investigadores de la Universidad de Washington verán" 8 5 80 YELLOW ON BLACK L SHOW "su informacion. Información que podría identificarla será destruida." 9 5 80 YELLOW ON BLACK L SHOW "Sus respuestas no tendrán nada que ver con los servicios que usted tiene derecho " 11 5 80 YELLOW ON BLACK L SHOW "a recibir." 12 5 80 YELLOW ON BLACK L SHOW "Lo que tenga que decirnos es importante para nosotros y se usará" 14 5 80 YELLOW ON BLACK L SHOW "para mejorar los programas de salud mental." 15 5 80 YELLOW ON BLACK L D-6

Survey Instrument and Telephone Scripts SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para continuar" 19 5 80 RED ON BLACK L SHOW "Ctrl/End para Terminar" 20 25 80 RED ON BLACK L ENDIF COLOR RED ON BLACK 19 5 20 56 KEY 1 24 10 Q: EXPLAIN3 T: 5 5 1 The interview takes about 15 minutes. Do you have time to take the survey right now? For quality assurance, parts of this interview may be monitored by my supervisor to check my work. If I come to a question you would prefer not to answer, just let me know and I will skip over it, OK? T:15 5 1 1. Yes 2. No this is not a convenient time --->... [INTERVIEWER, ASK: When would be a good time to call back?] 3. Unwilling to participate in the survey --->... [INTERVIEWER: Thank respondent for their time.] I: COLOR RED ON BLACK 18 13 18 200 COLOR RED ON BLACK 20 13 20 200 IF (LANG = 2) CLEAR 5 5 14 200 SHOW "La entrevista tomara como 15 minutos. Tiene tiempo para hacer la encuesta ahora?" 5 5 80 YELLOW ON BLACK L SHOW "Es posible que mi supervisor escuche partes de la entrevista para asegurarse" 7 5 80 YELLOW ON BLACK L SHOW "de mi trabajo. Si hago cualquier pregunta que preferiría no contestar, nada mas " 8 5 80 YELLOW ON BLACK L SHOW "digame y la pasarémos, esta bien? " 9 5 80 YELLOW ON BLACK L CLEAR 15 5 20 200 D-7

Survey Instrument and Telephone Scripts SHOW "1. Si" 15 5 60 YELLOW ON BLACK L SHOW "2. No" 17 5 60 YELLOW ON BLACK L SHOW "[ENTREVISTADOR, PIDA: Cuando seria bueno para lamarle?]" 18 13 60 RED ON BLACK L SHOW "3. No quiere participar" 19 5 60 YELLOW ON BLACK L SHOW "[ENTREVISTADOR: Gracias por su tiempo]" 20 13 60 RED ON BLACK L ENDIF LOC 15 3 2 Natural SEL 3 1 1 0 OFF ENTER IF (ANS = 2) CTRLEND IF (ANS = 3) SKP NOTQAL QAL NOTQAL Q: EXPLAIN4 T: 5 5 1 Great! I'm going to read you some statements that describe how some people might feel about their experiences receiving mental health services. After I read each statement, please tell me whether you: o Strongly Agree o Agree o Are Undecided o Disagree o Strongly Disagree When you think about your experience with your mental health service provider agency, please consider just the past year. Okay? INTERVIEWER:... Press 1 then "Next" to Continue...... Ctrl/End to Terminate... I: D-8

Survey Instrument and Telephone Scripts NOBACK IF (LANG = 2) CLEAR 5 5 16 200 SHOW "Perfecto! Voy a leerle algunas declaraciones que describen cómo algunas personas " 5 5 80 YELLOW ON BLACK L SHOW "se puedan sentir sobre sus servicios de salud mental después de haberlos" 6 5 80 YELLOW ON BLACK L SHOW "recibido." 7 5 80 YELLOW ON BLACK L SHOW "Después que lea la declaración, por favor dígame si usted:" 9 5 80 YELLOW ON BLACK L SHOW "o Fuertemente de Acuerdo " 10 9 80 YELLOW ON BLACK L SHOW "o De Acuerdo" 11 9 80 YELLOW ON BLACK L SHOW "o Indeciso" 12 9 80 YELLOW ON BLACK L SHOW "o En Desacuerdo" 13 9 80 YELLOW ON BLACK L SHOW "o Fuertamente en Desacuerdo" 14 9 80 YELLOW ON BLACK L SHOW "que la declaración refleja su experiencia. Cuando piense en su experiencia con " 16 5 80 YELLOW ON BLACK L SHOW "su agencia de proveedor de salud mental, por favor considere solo los últimos" 17 5 80 YELLOW ON BLACK L SHOW "nueve meses." 18 5 80 YELLOW ON BLACK L CLEAR 19 5 20 200 SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para Continuar" 20 5 80 RED ON BLACK L SHOW "Ctrl/End para Terminar" 21 25 60 RED ON BLACK L ENDIF COLOR RED ON BLACK 19 5 20 56 KEY 1 24 10 Q: Q_1 T: 5 5 1 I like the services I received there. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree D-9

Survey Instrument and Telephone Scripts T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Me gustaron los servicios que recibí allí." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q1 Q: Q_2 T: 5 5 1 If I had other choices, I would still get services from this agency. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused D-10

Survey Instrument and Telephone Scripts I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Si tuviera otras opciones, seguiría recibiendo mis servicios" 5 5 80 YELLOW ON BLACK L SHOW "de esta agencia." 6 5 60 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q2 Q: Q_3 T: 5 5 1 I would recommend this agency to a friend or a family member. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 D-11

Survey Instrument and Telephone Scripts SHOW "Recomendaría esta agencia a un amigo o un miembro de mi familia." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q3 Q: Q_4 T: 5 5 1 The location of services was convenient (parking, public transportation, distance, etc). T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "El lugar de servicios era conveniente." 5 5 80 YELLOW ON BLACK L D-12

Survey Instrument and Telephone Scripts SHOW "(estacionamiento, transportacion pública, distancia, etc.)" 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q4 Q: Q_5 T: 5 5 1 Staff are willing to see me as often as I felt it was necessary. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 6 200 SHOW "El personal estaba dispuesto a verme tan a menudo" 5 5 80 YELLOW L SHOW "como yo sentía que fuera necesario." 6 5 80 YELLOW L CLEAR 10 5 15 200 D-13

Survey Instrument and Telephone Scripts SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q5 Q: Q_6 T: 5 5 1 Staff returned my telephone call in 24 hours. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "El personal devolvió mi llamada dentro de las 24 horas." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L D-14

Survey Instrument and Telephone Scripts SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q6 Q: Q_7 T: 5 5 1 Services were available at times that were good for me. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Los servicios estaban disponibles a horas que eran buenas para mí." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L D-15

Survey Instrument and Telephone Scripts SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q7 Q: Q_8 T: 5 5 1 I was able to get all the services I thought I needed. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Pude obtener todos los servicios que pensaba que necesitaba." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF D-16

Survey Instrument and Telephone Scripts LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q8 Q: Q_9 T: 5 5 1 I was able to see a psychiatrist when I wanted to. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Pude ver a un psiquiatra cuando quería." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q9 Q: Q_10 D-17

Survey Instrument and Telephone Scripts T: 5 5 1 Staff at this agency believe that I can grow, change and recover. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "El personal en esta agencia cree que puedo crecer, cambiar y recuperarme." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q10 Q: Q_11 T: 5 5 1 I felt comfortable asking questions about my treatment and medication. D-18

Survey Instrument and Telephone Scripts T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Me sentí cómodo/a haciendo preguntas acerca de mi tratamiento y medicación." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q11 Q: Q_12 T: 5 5 1 I felt free to complain. T: 10 10 1 1. Strongly Agree 2. Agree D-19

Survey Instrument and Telephone Scripts 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Me sentí libre para quejarme." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q12 Q: Q_13 T: 5 5 1 I was given information about my rights. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree D-20

Survey Instrument and Telephone Scripts T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Me dieron información acerca de mis derechos." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q13 Q: Q_14 T: 5 5 1 Staff encouraged me to take responsibility for how I live my life. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused D-21

Survey Instrument and Telephone Scripts I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "El personal me animó a tomar responsibilidad de como vivir mi vida." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q14 Q: Q_15 T: 5 5 1 Staff told me what side effects to look out for. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 D-22

Survey Instrument and Telephone Scripts SHOW "El personal me informó de los efectos secundarios de los cuales me" 5 5 80 YELLOW ON BLACK L SHOW "deberia cuidar." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q15 Q: Q_16 T: 5 5 1 Staff respected my wishes about who is and who is not to be given information about my treatment. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "El personal respetó mis deseos acerca de a quién si y a quién no se le debería" 5 5 80 YELLOW ON BLACK L D-23

Survey Instrument and Telephone Scripts SHOW "dar información de mi tratamiento." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q16 Q: Q_17 T: 5 5 1 I, not staff, decided my treatment goals. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Yo, no el personal, decidí las metas de mi tratamiento." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L D-24

Survey Instrument and Telephone Scripts SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q17 Q: Q_18 T: 5 5 1 Staff were sensitive to my cultural background (race, religion, language, etc). T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "El personal fue sensible a mis antecendentes culturales (como mi nacionalidad, " 5 5 80 YELLOW ON BLACK L SHOW "religión, lenguaje, etc.)" 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L D-25

Survey Instrument and Telephone Scripts SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q18 Q: Q_19 T: 5 5 1 Staff helped me obtain information I needed so that I could take charge of managing my illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "El personal me ayudó a obtener la información que necesitaba para tomar " 5 5 80 YELLOW ON BLACK L SHOW "responsabilidad de mi enfermedad." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L D-26

Survey Instrument and Telephone Scripts SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q19 Q: Q_20 T: 5 5 1 I was encouraged to use consumer-run programs (such as support groups, drop-in centers, crisis phone lines, etc). T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Me animaron a usar programas dirigidos por consumidores (como grupos de" 5 5 80 YELLOW ON BLACK L SHOW "apoyo, centros donde visitar de paso, líneas de crisis por teléfono, etc.)." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L D-27

Survey Instrument and Telephone Scripts SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q20 Q: EXPLAIN5 T: 5 5 1 The next questions are about the DIRECT RESULTS of your treatment. After I read each statement, again please tell me whether you: o Strongly Agree o Agree o Are Undecided o Disagree o Strongly Disagree that the statements are a DIRECT RESULT OF SERVICES YOU RECEIVED. INTERVIEWER:... Press 1 then "Next" to Continue...... Ctrl/End to Terminate I: IF (LANG = 2) CLEAR 5 5 19 200 SHOW "Las siguientes preguntas son acerca del resultado directo de su tratamiento." 5 5 80 YELLOW ON BLACK L SHOW "Despues de que le lea cada declaracion, por favor digame si usted:" 7 5 80 YELLOW ON BLACK L SHOW "o Fuertemente de Acuerdo" 9 9 80 YELLOW L SHOW "o De Acuerdo" 10 9 80 YELLOW ON BLACK L SHOW "o Indeciso" 11 9 80 YELLOW ON BLACK L SHOW "o En Desacuerdo" 12 9 80 YELLOW ON BLACK L SHOW "o Fuertemente en Desacuerdo" 13 9 80 YELLOW ON BLACK L SHOW "que las declaraciones son RESULTADOS DIRECTOS DE LOS SERVICIOS QUE HA RECIBIDO." 15 5 80 YELLOW ON BLACK L D-28

Survey Instrument and Telephone Scripts SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para continuar" 18 5 80 RED ON BLACK L SHOW "Ctrl/End para Terminar" 19 25 40 RED ON BLACK L ENDIF COLOR RED ON BLACK 18 5 19 56 KEY 1 24 10 Q: Q_21 T: 5 5 1 As a direct result of services I received: I deal more effectively with daily problems. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Puedo ocuparme más efectivamente de mis problemas diarios" 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L D-29

Survey Instrument and Telephone Scripts SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q25 Q: Q_22 T: 5 5 1 As a direct result of services I received: I am better able to control my life. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 7. Don't Know 8. Does Not Apply 9. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Puedo controlar mi vida mejor." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF D-30

Survey Instrument and Telephone Scripts LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q26 Q: Q_23 T: 5 5 1 As a direct result of services I received: I am better able to deal with crisis. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Puedo ocuparme mejor de una crisis." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q27 D-31

Survey Instrument and Telephone Scripts Q: Q_24 T: 5 5 1 As a direct result of services I received: I am getting along better with my family. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Me llevo mejor con mi familia" 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q28 Q: Q_25 T: 5 5 1 D-32

Survey Instrument and Telephone Scripts As a direct result of services I received: I do better in social situations. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Me comporto mejor en situaciones sociales." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q29 Q: Q_26 T: 5 5 1 As a direct result of services I received: I do better in school and/or work. D-33

Survey Instrument and Telephone Scripts T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Me comporto mejor en la escuela y/o en el trabajo." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q30 Q: Q_27 T: 5 5 1 As a direct result of services I received: My housing situation has improved. T: 10 10 1 1. Strongly Agree 2. Agree D-34

Survey Instrument and Telephone Scripts 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Mi situación de vivienda se ha mejorado." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q31 Q: Q_28 T: 5 5 1 As a direct result of services I have received: My symptoms are not bothering me as much. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree D-35

Survey Instrument and Telephone Scripts T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cómo resultado directo de los servicios que recibí:" 5 5 80 YELLOW ON BLACK L SHOW "Mis síntomas no me molestan tanto como antes." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q32 Q: Q_29 T: 5 5 1 I do things that are more meaningful to me. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply D-36

Survey Instrument and Telephone Scripts 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Hago las cosas que son más significados a mí." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q58 Q: Q_30 T: 5 5 1 I am better able to take care of my needs. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 D-37

Survey Instrument and Telephone Scripts SHOW "Puedo cuidarme mejor." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q59 Q: Q_31 T: 5 5 1 I am better able to handle things when they go wrong. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Puedo hacer frente a las cosas cuando van mal." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L D-38

Survey Instrument and Telephone Scripts SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q60 Q: Q_32 T: 5 5 1 I am better able to do things that I want to do. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Puedo hacer mejor las cosas que deseo hacer." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L D-39

Survey Instrument and Telephone Scripts ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q61 Q: Q_33 T: 5 5 1 I am happy with the friendships that I have. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Soy feliz con las amistades que tengo." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q62 Q: Q_34 D-40

Survey Instrument and Telephone Scripts T: 5 5 1 I have people with whom I can do enjoyable things. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Conozco a unas personas con quienes puedo hacer cosas agradables." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q63 Q: Q_35 T: 5 5 1 I feel I belong in my community. T: 10 10 1 D-41

Survey Instrument and Telephone Scripts 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Me siento que pertenezco en mi comunidad." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q64 Q: Q_36 T: 5 5 1 In a crisis, I would have the support I need from family or friends. T: 10 10 1 1. Strongly Agree 2. Agree 3. Undecided 4. Disagree 5. Strongly Disagree D-42

Survey Instrument and Telephone Scripts T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "En una crisis, yo tengo el apoyo que necesito desde mi familia o de mis amigos." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. Indeciso" 12 10 40 YELLOW ON BLACK L SHOW "4. En Desacuerdo " 13 10 40 YELLOW ON BLACK L SHOW "5. Fuertemente en Desacuerdo" 14 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q65 Q: EXPLAIN8 T: 5 5 1 Please listen to each of the following statements. Choose the response that best represents your situation in the last year. We are going to use the term 'mental illness' in the rest of this questionnaire, but please think of it as whatever you feel is the best term for it. After I read each statement, please tell me whether you:... o Strongly Agree... o Agree... o Disagree D-43

Survey Instrument and Telephone Scripts... o Strongly Disagree If the statement is about something you did not experience, choose "Does not apply to me" INTERVIEWER: Press 1 then "Next" to Continue Ctrl/End to Terminate I: COLOR RED ON BLACK 23 1 24 200 IF (LANG = 2) CLEAR 5 5 25 200 SHOW "Por favor escuche cada una de las siguientes declaraciones. Escoja la " 5 5 80 YELLOW ON BLACK L SHOW "respuesta que mejor representa su situación durante los últimos nueve meses" 6 5 80 YELLOW ON BLACK L SHOW "Vamos a usar el término 'enfermedad mental' en el resto de este cuestionario, " 8 5 80 YELLOW ON BLACK L SHOW "pero piense de este término lo que le parezca y se sienta mejor con ello." 9 5 80 YELLOW ON BLACK L SHOW "Después de que le lea cada declaración, dígame si usted:" 12 10 80 YELLOW ON BLACK L SHOW "o Fuertamente de Acuerdo" 14 15 80 YELLOW ON BLACK L SHOW "o De Acuerdo" 15 15 80 YELLOW ON BLACK L SHOW "o En Desacuerdo" 16 15 80 YELLOW ON BLACK L SHOW "o Fuertamente en Desacuerdo" 17 15 80 YELLOW ON BLACK L SHOW "Si la declaración es acerca de algo que usted no vivió," 19 10 80 YELLOW ON BLACK L SHOW "entonces escoja:'no aplica'." 20 10 80 YELLOW ON BLACK L SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para Continuar" 23 5 80 RED ON BLACK L SHOW...... "Ctrl/End por Terminar" 24 25 80 RED ON BLACK L ENDIF KEY 1 25 10 Q: Q_37 T: 5 5 1 D-44

Survey Instrument and Telephone Scripts People discriminate against me because I have a mental illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Disagree 4. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "La gente discrimina a mí porque tengo una enfermedad mental." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. En Desacuerdo " 12 10 40 YELLOW ON BLACK L SHOW "4. Fuertemente en Desacuerdo" 13 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q66 Q: Q_39 T: 5 5 1 People ignore me or take me less seriously just because I have a mental illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Disagree D-45

Survey Instrument and Telephone Scripts 4. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "La gente me ignora o no me toma en serio porque tengo una enfermedad mental." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. En Desacuerdo " 12 10 40 YELLOW ON BLACK L SHOW "4. Fuertemente en Desacuerdo" 13 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q68 Q: Q_38 T: 5 5 1 Others think I can't achieve much in life because I have a mental illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Disagree 4. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused D-46

Survey Instrument and Telephone Scripts I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Otras personas piensan que no puedo obtener mucho en mi vida porque tengo " 5 5 80 YELLOW ON BLACK L SHOW "una enfermedad mental." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. En Desacuerdo " 12 10 40 YELLOW ON BLACK L SHOW "4. Fuertemente en Desacuerdo" 13 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q67 Q: Q_40 T: 5 5 1 People often patronize me, or treat me like a child, just because I have a mental illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Disagree 4. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 6 200 D-47

Survey Instrument and Telephone Scripts SHOW "La gente me trata con aire condescendiente o me trata como a un niño porque " 5 5 80 YELLOW ON BLACK L SHOW "tengo una enfermedad mental." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. En Desacuerdo " 12 10 40 YELLOW ON BLACK L SHOW "4. Fuertemente en Desacuerdo" 13 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q69 Q: Q_41 T: 5 5 1 Nobody would be interested in getting close to me because I have a mental illness. T: 10 10 1 1. Strongly Agree 2. Agree 3. Disagree 4. Strongly Disagree T: 10 50 1 77. Don't Know 88. Does Not Apply 99. Refused I: IF (LANG = 2) CLEAR 5 5 6 200 SHOW "Nadie está interesado en mí o quiere conocerme porque tengo una enfermedad mental." 5 5 90 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Fuertemente de Acuerdo " 10 10 40 YELLOW ON BLACK L D-48

Survey Instrument and Telephone Scripts SHOW "2. De Acuerdo " 11 10 40 YELLOW ON BLACK L SHOW "3. En Desacuerdo " 12 10 40 YELLOW ON BLACK L SHOW "4. Fuertemente en Desacuerdo" 13 10 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 40 YELLOW ON BLACK L SHOW "88. No aplica" 11 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 12 50 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 8 1 1 0 OFF ENTER q70 Q: EXPLAIN7 T: 5 5 1 Next, I have some questions about you. Please be assured that the responses you give to these questions will only be used when comparing the responses of all the people we interview, not to identify you specifically. Your individual responses will be kept strictly confidential. INTERVIEWER:... Press 1 then "Next" to Continue... I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Después, tengo algunas preguntas acerca de usted." 5 5 80 YELLOW ON BLACK L SHOW "Estese seguro de que las respuestas que les de a estas preguntas seran " 6 5 80 YELLOW ON BLACK L SHOW "usadas solamente cuando se comparen a las de otras respuestas de las " 7 5 80 YELLOW ON BLACK L SHOW "personas que han entrevistado, no para identificarlo/a personalmente." 8 5 80 YELLOW ON BLACK L SHOW "Sus respuestas personales seran tratadas exctrictamente en confidencialidad." 9 5 80 YELLOW ON BLACK L CLEAR 13 5 14 200 SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para continuar" 13 5 75 RED ON BLACK L ENDIF COLOR RED ON BLACK 14 1 14 200 D-49

Survey Instrument and Telephone Scripts KEY 1 20 10 Q: Q75 Quality of Life T: 5 5 1 In general, how would you rate the quality of your life at the present time? T: 10 10 1 1. Very Poor 2. Poor 3. Neither Poor nor Good 4. Good 5. Very Good T: 10 50 1 66. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 25 200 SHOW "En general, como calificaria la calidad de vida" 5 5 100 YELLOW ON BLACK L Show "en el momento actual?" 6 5 100 YELLOW ON BLACK L SHOW "1. Muy pobre" 10 5 30 YELLOW ON BLACK L SHOW "2. Pobre" 11 5 30 YELLOW ON BLACK L SHOW "3. Ni mala ni buena" 12 5 30 YELLOW ON BLACK L SHOW "4. Bueno" 13 5 30 YELLOW ON BLACK L SHOW "5. Muy bueno" 14 5 30 YELLOW ON BLACK L SHOW "66. No Sabe" 10 60 40 YELLOW ON BLACK L SHOW "99. Rechazó" 11 60 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural SEL 7 1 1 0 OFF ENTER Q: SEX_SR T: 5 5 1 Are you: T: 10 5 1 D-50

Survey Instrument and Telephone Scripts 1. Female 2. Male T: 10 40 1 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Es usted?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 11 200 SHOW "1. Mujer" 10 5 30 YELLOW ON BLACK L SHOW "2. Hombre" 11 5 30 YELLOW ON BLACK L SHOW "99. Rechazó" 10 40 30 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 3 1 1 0 OFF ENTER Q: DOB T: 5 5 1 What is your birthdate? T: 20 5 1 INTERVIEWER: If Refused, please enter 11/11/1911. I: COLOR RED ON BLACK 20 5 20 200 IF (LANG = 2) CLEAR 5 5 6 200 SHOW "Cual es su fecha de nacimiento?" 5 5 80 YELLOW ON BLACK L CLEAR 20 5 20 200 SHOW "ENTREVISTADOR: Si rechazó, por favor entre 11/11/1911" 20 5 80 RED ON BLACK L ENDIF GETDATE 19000101 19950501 15 25 MM-DD-YYYY Q: Hispanic T: 5 5 1 D-51

Survey Instrument and Telephone Scripts Are you Hispanic, Latino/a, or Spanish origin? T: 10 10 1 1. No, not Hispanic, Latino/a, or Spanish origin 2. Yes, Mexican, Mexican American, or Chicano/a 3. Yes, Puerto Rican 4. Yes, Cuban 5. Yes, another Hispanic, Latino/a, or Spanish origin T: 10 80 1 66. Don't Know 99. Refused T: 20 10 1 INTERVIEWER: Please specify other origin (Hispanic, Latino,or Spanish) in box I: COLOR RED ON BLACK 20 5 25 75 IF (LANG = 2) CLEAR 5 5 25 200 SHOW "Es su niño/a de origen, hispano, latino o español?" 5 5 60 YELLOW ON BLACK L SHOW "1. No, no es de origen hispano, latino or español" 10 5 60 YELLOW ON BLACK L SHOW "2. Sí, mexicano, mexicano americano, chicano" 11 5 60 YELLOW ON BLACK L SHOW "3. Sí, puertorriqueño" 12 5 40 YELLOW ON BLACK L SHOW "4. Sí, dominicano" 13 5 40 YELLOW ON BLACK L SHOW "5. Sí, otro origen hispano, latino o español" 14 5 60 YELLOW ON BLACK L SHOW "ENTREVISTADOR: Especifique por favor el otro origen hispano, latino, o español." 17 11 100 RED ON BLACK L SHOW "66. No Sabe" 10 80 40 YELLOW ON BLACK L SHOW "99. Rechazó" 11 80 40 YELLOW ON BLACK L ENDIF LOC 10 5 1 Natural OTH 5 15 16 16 60 SEL 7 1 4 1 OFF ENTER Q: RACE T: 5 5 1 D-52

Survey Instrument and Telephone Scripts What is the race or ethnic group you most consider yourself belonging to? T: 10 5 1 1. Native American or Alaskan Native 2. Asian or Oriental 3. African American or Black 4. Hispanic or Latino 5. White, non-hispanic 6. Pacific Islander 7. Other [What race/ethnicity do you most consider yourself?] T: 10 50 1 77. Don't Know 99. Refused T: 20 5 1 INTERVIEWER: Provide categories if needed. If more than one category is provided, please ask: "What group do you most consider yourself belonging to?" I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Cual es su nacionalidad o grupo etnico?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 16 200 SHOW "1. Nativo Americano o Nativo de Alaska" 10 5 40 YELLOW ON BLACK L SHOW "2. Asiático o Oriental" 11 5 40 YELLOW ON BLACK L SHOW "3. Negro o Americano Africano" 12 5 40 YELLOW ON BLACK L SHOW "4. Hispano o Latino" 13 5 40 YELLOW ON BLACK L SHOW "5. Blanco" 14 5 80 YELLOW ON BLACK L SHOW "6. Nativo de Hawaii o de otra isla en el Pacifico" 15 5 40 YELLOW ON BLACK L SHOW "7. Otra nacionalidad o grupo étnico [Cual raza o grupo etnico?]" 16 5 80 YELLOW ON BLACK L SHOW "77. No sabe" 10 50 40 YELLOW ON BLACK L SHOW "99. Rechazó" 11 50 40 YELLOW ON BLACK L D-53

Survey Instrument and Telephone Scripts CLEAR 20 5 23 200 SHOW "ENTREVISTADOR:" 20 5 80 YELLOW ON BLACK L SHOW "Provea categorias si las necisita."21 5 80 YELLOW ON BLACK SHOW "Si mas de una categoria es proveida, por favor pregunte:" 23 5 80 YELLOW ON BLACK L SHOW "A que grupo considera usted que pertenece mas fuerte?" 24 5 80 YELLOW ON BLACK L ENDIF COLOR RED ON BLACK 20 5 25 75 LOC 10 7 1 Natural OTH 7 17 10 17 60 M SEL 9 1 1 0 OFF ENTER Q: LIVING T: 5 5 1 What is your current living situation? T: 10 5 1 1. Private Residence without support 2. Private Residence receiving support 3. Foster Home 4. 24-Hour Residential Care 5. Institutional Setting 6. Jail/Juvenile Correction Facility 7. Homeless shelter 8. Other (What is your current living situation?) 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Cual es su situacion actual de vivienda?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 32 200 SHOW "1. Residencia privada sin apoyo de alguien más" 10 5 80 YELLOW ON BLACK L SHOW "2. Residencia privada con apoyo de alguin más" 11 5 80 YELLOW ON BLACK L SHOW "3. Hogar Foster" 12 5 80 YELLOW ON BLACK L D-54

Survey Instrument and Telephone Scripts SHOW "4. Facilidad residencial de 24 horas" 13 5 80 YELLOW ON BLACK L SHOW "5. Lugar Institucional" 14 5 80 YELLOW ON BLACK L SHOW "6. Carcel/Facilidad Juvenil de Corrección" 15 5 80 YELLOW ON BLACK L SHOW "7. Una vivienda para personas sin hogar" 16 5 80 YELLOW ON BLACK L SHOW "8. Otra situación (Cual es su situación de vivienda?)" 17 5 80 YELLOW ON BLACK L SHOW "77. No sabe" 19 5 80 YELLOW ON BLACK L SHOW "99. Rechazó" 20 5 80 YELLOW ON BLACK L ENDIF LOC 10 11 1 Natural OTH 8 17 56 17 90 M SEL 11 1 1 0 OFF ENTER Q: num_res T: 5 5 1 Including yourself how many people live at your residence? T: 10 5 1 INTERVIEWER: If Refused, please enter 100. I: NUM 1 100 3 0 15 5 IF (LANG = 2) COLOR RED ON BLACK 20 5 20 200 CLEAR 5 5 5 200 SHOW "Incluyendo usted, cuántas personas viven en su casa?" 5 5 80 YELLOW ON BLACK L ENDIF Q: CHECKUP_SR T: 5 5 1 In the last year, did you see a medical doctor (or nurse) for a health check-up or because you were sick? T: 10 5 1 1. Yes 2. No T: 10 40 1 D-55

Survey Instrument and Telephone Scripts 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "El ano pasado, visito a un doctor o enfermera para tener un chequeo de salud " 5 5 80 YELLOW ON BLACK L SHOW "o porque estuvo enfermo/a?" 6 5 80 YELLOW ON BLACK L CLEAR 10 5 11 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "77. No Sabe" 10 40 30 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 30 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER Q: MARITAL_SR T: 5 5 1 Which of the following best describes your marital status? T: 10 5 1 1. Never Married 2. Married 3. Divorced 4. Separated 5. Widowed 6. Domestic Partnership T: 10 40 1 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Que es lo que mejor describe su estado civil?" 5 5 80 YELLOW ON BLACK L D-56

Survey Instrument and Telephone Scripts CLEAR 10 5 14 200 SHOW "1. Soltero" 10 5 30 YELLOW ON BLACK L SHOW "2. Casado" 11 5 30 YELLOW ON BLACK L SHOW "3. Divorciado" 12 5 30 YELLOW ON BLACK L SHOW "4. Separado" 13 5 30 YELLOW ON BLACK L SHOW "5. Viudo" 14 5 30 YELLOW ON BLACK L SHOW "6. Domestic Partnership" 15 5 30 YELLOW ON BLACK SHOW "77. No sabe" 10 40 30 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 30 YELLOW ON BLACK L ENDIF LOC 10 6 1 Natural SEL 8 1 1 0 OFF ENTER Q: EMPLOY_SR T: 5 5 1 Were you employed in the last 6 months? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 10 200 SHOW "Usted ha trabajado durante los últimos seis meses?" 5 5 60 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "88. No sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER D-57

Survey Instrument and Telephone Scripts Q: CRNT_EMPLOY T: 5 5 1 Are you currently employed? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Tiene empleo ahorita?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "77. No sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER IF (ANS = 2) SKP MEDICAID IF (ANS = 99) SKP MEDICAID Q: EMPLOY_HRS T: 5 5 1 On average do you work... T: 10 5 1 1. More than 35 hours per week 2. Less than 35 hours per week T: 10 50 1 77. Don't Know 99. Refused D-58

Survey Instrument and Telephone Scripts I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Generalmente cuántas horas a la semana trabaja usted?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Más de 35 horas por semana" 10 5 40 YELLOW ON BLACK L SHOW "2. Menos de 35 horas por semana" 11 5 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 50 80 YELLOW ON BLACK L SHOW "99. Rechazó" 11 50 80 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER Q: BENEFITS T: 5 5 1 Do you receive benefits from your employer? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Recibe beneficios de su Patrón?" 5 5 60 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "77. No sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L ENDIF D-59

Survey Instrument and Telephone Scripts LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER IF (ANS = 2) SKP MEDICAID IF (ANS = 99) SKP MEDICAID Q: EMP_BEN T: 5 5 1 Which of the following benefits do you receive from your employer? T: 10 5 1 1. None 2. Medical Insurance 3. Dental Insurance 4. Retirement 5. Disability Insurance 6. Paid Vacations 7. Other (What other benefits do you receive from your employer?) T: 10 50 1 77. Don't know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Cuáles de los beneficios mencionados aquí recibe del lugar donde trabaja?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 16 200 SHOW "1. Ninguno" 10 5 40 YELLOW ON BLACK L SHOW "2. Seguro Medico" 11 5 40 YELLOW ON BLACK L SHOW "3. Seguro Dental" 12 5 60 YELLOW ON BLACK L SHOW "4. Jubilación" 13 5 60 YELLOW ON BLACK L SHOW "5. Seguro de incapacitado" 14 5 60 YELLOW ON BLACK L SHOW "6. Vacaciones pagadas" 15 5 60 YELLOW ON BLACK L SHOW "7. Otro (por favor idéntifiquelo)" 16 5 60 YELLOW ON BLACK L SHOW "77. No sabe" 10 50 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 50 60 YELLOW ON BLACK L ENDIF D-60

Survey Instrument and Telephone Scripts LOC 10 7 1 Natural OTH 7 17 10 17 80 M SEL 9 1 7 0 OFF ON q_46 Q: MEDICAID T: 5 5 1 Do you have Medicaid Insurance? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know 99. Refused T: 15 5 1 INTERVIEWER: If Don't Know, Please ask: Do you receive medical coupons or...... are you enrolled in Healthy Options? I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Tiene seguro 'Medicaid' (por ejemplo, medical coupons, Healthy Options, etc.)?" 5 5 80 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "77. No sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L CLEAR 15 5 17 200 SHOW "ENTREVISTADOR:" 15 5 80 RED ON BLACK L SHOW "Si no sabe, por favor pregunte: Recibe cupones medicos " 16 5 80 RED ON BLACK L SHOW "o tiene 'Healthy Options'" 17 32 80 RED ON BLACK L ENDIF COLOR RED ON BLACK 15 1 17 200 D-61

Survey Instrument and Telephone Scripts LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER Q: ARRESTPST T: 5 5 1 Were you arrested during the past 12 months? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Le arrestaron durante los últimos doce meses?." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 12 200 SHOW "1. Sí" 10 5 30 YELLOW ON BLACK L SHOW "2. No" 11 5 30 YELLOW ON BLACK L SHOW "77. No Sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER Q: ARRESTPRI T: 5 5 1 Were you arrested in the 12 months prior to that? T: 10 5 1 1. Yes 2. No T: 10 40 1 77. Don't Know D-62

Survey Instrument and Telephone Scripts 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Le arrestaron en los doce meses antes de eso?." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 15 200 SHOW "1. Si" 10 5 40 YELLOW ON BLACK L SHOW "2. No" 11 5 40 YELLOW ON BLACK L SHOW "77. No Sabe" 10 40 60 YELLOW ON BLACK L SHOW "99. Rechazó" 11 40 60 YELLOW ON BLACK L ENDIF LOC 10 2 1 Natural SEL 4 1 1 0 OFF ENTER Q: ENCOUNTERS T: 5 5 1 Over the last year, have your encounters with police... T: 10 5 1 1. been reduced (for example, you have not been arrested, hassled by police, taken by police to a shelter or crisis program). 2. Stayed the same 3. Increased 4. Not applicable (You had no police encounters this year or last year) 77. Don't Know 99. Refused I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Durante el año pasado, mis encuentros con el policía..." 5 5 80 YELLOW ON BLACK L CLEAR 10 5 22 200 D-63

Survey Instrument and Telephone Scripts SHOW "1. Reducido (por ejemplo, no han sido arrestados, molestado por el policía," 10 5 80 YELLOW ON BLACK L SHOW "llevado por el policía a un programa del abrigo o de la crisis)." 11 8 80 YELLOW ON BLACK L SHOW "2. Permanecía igual" 12 5 80 YELLOW ON BLACK L SHOW "3. Aumentado" 14 5 80 YELLOW ON BLACK L SHOW "4. No se aplica (no tenía ningún encuentro del policía este año o el año pasado)." 16 5 80 YELLOW ON BLACK L SHOW "77. No Sabe" 20 5 80 YELLOW ON BLACK L SHOW "99. Rechazó" 22 5 80 YELLOW ON BLACK L ENDIF LOC 10 7 2 Natural SEL 7 1 1 0 OFF ENTER Q: EXPLAIN6 T: 5 5 1 These last three questions are open-ended and I will type what you say. T: 10 5 1 INTERVIEWER: Please record respondent's own words as much as possible.... Press 1 then "Next" to Continue I: IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Las siguientes 3 preguntas son de respuesta libre y voy a escribir lo" 5 5 80 YELLOW ON BLACK L SHOW "que usted diga." 6 5 80 YELLOW ON BLACK L CLEAR 10 5 11 200 SHOW "ENTREVISTADOR: Por favor escriba lo que el consumidor diga en sus propias" 10 5 80 RED ON BLACK L SHOW "palabras lo mas que le sea posible." 11 20 80 RED ON BLACK L SHOW "Presione 1 entonces 'Next' para continuar" 13 20 80 RED ON BLACK L ENDIF COLOR RED ON BLACK 10 5 11 75 KEY 1 20 10 D-64

Survey Instrument and Telephone Scripts Q: Q_57 T: 5 5 1 What two things do you like the MOST about the mental health services you received? I: IF (LANG = 2) CLEAR 5 5 6 200 SHOW "Cuales dos cosas le gustó mas sobre los servicios que usted recibió?" 5 5 80 YELLOW ON BLACK L ENDIF OPN 10 10 25 80 Mixed NOSCROLL q33 Q: Q_58 T: 5 5 1 What two things do you like the LEAST about the mental health services you received? I: IF (LANG = 2) CLEAR 5 5 6 200 SHOW "Cuales dos cosas le gustó menos sobre los servicios que usted recibió?" 5 5 80 YELLOW ON BLACK L ENDIF OPN 10 10 25 80 Mixed NOSCROLL q34 Q: Q_59 T: 5 5 1 Do you have some comments you would like to make about any of the questions or services that you have received or were not covered in the survey? I: IF (LANG = 2) CLEAR 5 5 7 200 SHOW "Usted tiene comentarios que quisiera hacer sobre las preguntas o de los " 5 5 80 YELLOW ON BLACK L D-65

Survey Instrument and Telephone Scripts SHOW "servicios que usted ha recibido que no fueron cubiertos en esta encuesta?" 6 5 80 YELLOW ON BLACK L ENDIF OPN 10 10 25 80 Mixed NOSCROLL q35 Q: THANK T: 5 5 1 Those are all the questions I have. Thank you very much for your time. INTERVIEWER:... Press 1 then "Next" to Continue I: COLOR RED ON BLACK 11 1 11 200 IF (LANG = 2) CLEAR 5 5 5 200 SHOW "Estas son todas las preguntas que tenia para usted." 5 5 70 YELLOW ON BLACK L CLEAR 7 5 7 200 SHOW "Gracias por su tiempo." 7 5 70 YELLOW ON BLACK L CLEAR 11 5 11 200 SHOW "ENTREVISTADOR: Presione 1 entonces 'Next' para continuar" 11 5 75 RED ON BLACK L ENDIF COLOR RED ON BLACK 18 5 18 200 KEY 1 18 50 Q: LANGUAGE T: 10 10 1 What language was this interview completed in? T: 15 15 1 1. English 2. Spanish 3. Russian I: LOC 15 3 1 Natural D-66

Survey Instrument and Telephone Scripts SEL 3 1 1 0 OFF ENTER Q: END T: 10 10 1 INTERVIEWER: PRESS 1 TO TERMINATE I: COLOR RED ON BLACK 10 10 10 200 KEY 1 10 50 CPL DISPOS = 14 ENDQUEST Q: NOTQAL T: 10 10 1 Thank you for your time. I: KEY 1 ENDQUEST D-67

Survey Instrument and Telephone Scripts PID STATE OF WASHINGTON DEPARTMENT OF SOCIAL AND HEALTH SERVICES Division of Behavioral Health & Recovery PO Box 45330 Olympia WA 98504-5330 Fax: 360-725-2279 Phone 1-877-301-4557 Welcome to the Washington State Consumer Satisfaction Survey! This survey is completely voluntary. For most items, you will select a response by circling or checking the best or most appropriate response for you. In some cases, you may have to provide your own answer by writing in a response. The information you provide will be kept confidential (private). Only the survey team at the University of Washington will see any information about you. Information that could identify you will be destroyed and your answers will be reported in aggregate (group) form, so no one will see information that could identify you. Your answers won't have anything to do with the services you or your family members have a right to receive. What you have to say is important to us and will be used to make mental health services better. If you have any questions or need any assistance completing the survey, please contact us tollfree at 1-866-538-7611. Tips for completing the survey: If you do not want to answer a question, you may skip over the question. DO NOT WRITE YOUR NAME on the survey. Please use a pen to complete the survey. To change an answer, put an X on the incorrect response and mark the correct answer. D-68

Survey Instrument and Telephone Scripts The following are statements that describe how some people might feel about their experiences receiving mental health services. After each statement, please indicate whether you: o Strongly Agree o Agree o Are Undecided o Disagree o Strongly Disagree When you think about your experience with your mental health service provider agency, please consider just the past year. Strongly Agree Agree Undecided Disagree Strongly Disagree Don t Know 1. I like the services I received there. 2. If I had other choices, I would still get services from this agency. 3. I would recommend this agency to a friend or a family member. 4. The location of services was convenient (parking, public transportation, distance, etc). 5. Staff are willing to see me as often as I felt it was necessary. 6. Staff returned my telephone call in 24 hours. 7. Services were available at times that were good for me. 8. I was able to get all the services I thought I needed. 9. I was able to see a psychiatrist when I wanted to. 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 D-69

Survey Instrument and Telephone Scripts Strongly Agree Agree Undecided Disagree Strongly Disagree Don t Know 10. Staff at this agency believe that I can grow, change and recover. 1 2 3 4 5 6 11. I felt comfortable asking questions about my treatment and medication. 1 2 3 4 5 6 12. I felt free to complain. 1 2 3 4 5 6 13. I was given information about my rights. 14. Staff encouraged me to take responsibility for how I live my life. 15. Staff told me what side effects to look out for. 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 16. Staff respected my wishes about who is and who is not to be given information about my treatment. 17. I, not staff, decided my treatment goals. 18. Staff were sensitive to my cultural background (race, religion, language, etc). 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 19. Staff helped me obtain information I needed so that I could take charge of managing my illness. 20. I was encouraged to use consumer-run programs (such as support groups, drop-in centers, crisis phone lines, etc). 1 2 3 4 5 6 1 2 3 4 5 6 D-70

Survey Instrument and Telephone Scripts The next questions are about the Direct Results of your treatment. For each statement, again please indicate how much agree or disagree with each statement. As a Direct Result of Services I Received: Strongly Agree Agree Undecided Disagree Strongly Disagree Don t Know 21. I deal more effectively with daily problems. 1 2 3 4 5 6 22. I am better able to control my life. 1 2 3 4 5 6 23. I am better able to deal with crisis. 1 2 3 4 5 6 24. I am getting along better with my family. 1 2 3 4 5 6 25. I do better in social situations. 1 2 3 4 5 6 26. I do better in school and/or work. 1 2 3 4 5 6 27. My housing situation has improved. 1 2 3 4 5 6 28. My symptoms are not bothering me as much. 29. I do things that are more meaningful to me. 30. I am better able to take care of my needs. 31. I am better able to handle things when they go wrong. 32. I am better able to do things that I want to do. 33. I am happy with the friendships that I have. 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 1 2 3 4 5 6 34. I have people with whom I can do enjoyable things 1 2 3 4 5 6 35. I feel I belong in my community. 1 2 3 4 5 6 36. In a crisis, I would have the support I need from family or friends. 1 2 3 4 5 6 D-71

Survey Instrument and Telephone Scripts In the following statements, choose the response that best represents your situation in the last year. We are going to use the term mental illness in the rest of this questionnaire, but please think of it as whatever you feel is the best term for it. After each statement, please chose whether you: o Strongly Agree o Agree o Disagree o Strongly Disagree If the statement is about something you did not experience, choose Does not apply to me Strongly Agree Agree Disagree Strongly Disagree Don t Know Does Not Apply to Me 37. People discriminate against me because I have a mental illness. 1 2 4 5 6 7 38. Others think I can t achieve much in life because I have a mental illness. 1 2 4 5 6 7 39. People ignore me or take me less seriously just because I have a mental illness. 1 2 4 5 6 7 40. People often patronize me, or treat me like a child, just because I have a mental illness. 1 2 4 5 6 7 41. Nobody would be interested in getting close to me because I have a mental illness. 1 2 4 5 6 7 Continue to page 6 D-72

Survey Instrument and Telephone Scripts Next, are questions about you. Please be assured that the responses you give to these questions will only be used when comparing the responses of all the people we interview, not to identify you specifically. Your individual responses will be kept strictly confidential. Q42: In general, how would you rate the quality of your life at the present time? 1. Very Poor 2. Poor Q43: Are you? 3. Neither Poor nor Good 4. Good 5. Very Good 1. Female 2. Male Q44: What is your birth date? Please fill in the box with the number value for your month, day, and year. For example, January 1, 1960 would be: 1 1 1960 Month Day Year Q45: Are you Hispanic, Latino/a or Spanish origin? (One or more categories may be selected) 1. No, not of Hispanic, Latino/a, or Spanish origin 2. Yes, Mexican, Mexican American, Chicano/a 3. Yes, Puerto Rican 4. Yes, Cuban 5. Yes, another Hispanic, Latino, or Spanish origin, please other origin specify: D-73

Survey Instrument and Telephone Scripts Q 46: What is the race or ethnic group you most consider yourself belonging to? 1. Native American or Alaskan Native 2. Asian 3. African American or Black 4. Hispanic or Latino 5. White, non-hispanic 6. Pacific Islander 7. Other, please specify: 77. Don't Know Q47: What is your current living situation? 1. Private Residence without support 2. Private Residence receiving support 3. Foster Home 4. 24-Hour Residential Care 5. Institutional Setting 6. Jail/Juvenile Correction Facility 7. Homeless shelter 8. Other, please specify: Continue on to page to 8 D-74

Survey Instrument and Telephone Scripts Q48: Including yourself how many people live at your residence? Q49: In the last year, did you see a medical doctor (or nurse) for a health check-up or because you were sick? 1. Yes 2. No Q50: Which of the following best describes your marital status? 1. Never Married 2. Married 3. Divorced 4. Separated 5. Widowed 6. Domestic Partnership Q51: Were you employed in the last 6 months? 1. Yes 2. No Q52: Are you currently employed? 1. Yes (Go to Q52) 2. No (Skip to Q55) Q53: On average do you work: 1. More than 35 hours per week 2. Less than 35 hours per week D-75

Survey Instrument and Telephone Scripts Q54: Do you receive benefits from your employer? 1. Yes 2. No Q55: Which of the following benefits do you receive from your employer? (Select all that apply) 1. None 2. Medical Insurance 3. Dental Insurance 4. Retirement 5. Disability Insurance 6. Paid Vacations 7. Other, please specify: Q56: Do you have Medicaid Insurance? 1. Yes 2. No 77. Don t Know Q57: Were you arrested during the past 12 months? 1. Yes 2. No Q58: Were you arrested the 12 months prior to that? 1. Yes 2. No D-76

Survey Instrument and Telephone Scripts Q59: Over the last year, have your encounters with police... 1. Been reduced (for example, you have not been arrested, hassled by police, taken by police to a shelter or crisis program). 2. Stayed the same 3. Increased 4. Not applicable (you had no police encounters this year or last year). The last three questions ask you to comment on what you liked least and liked most about the services you received. Please write your comments to each item within the lines below. Q60: What two things do you like the MOST about the mental health services you received? Q61: What two things do you like the LEAST about the mental health services you received? D-77

Survey Instrument and Telephone Scripts Q62: Do you have some comments you would like to make about any of the questions or services that you have received or were not covered in the survey? You have finished the survey. Please place the completed survey in the provided stamped pre-addressed envelope & mail by May 15, 2014. Thank You! D-78

Survey Instrument and Telephone Scripts Answering Machine Script Hello, my name is [Your First Name]. I am calling from the University of Washington. We are trying to contact [Respondent s Name or Primary Caregiver of Respondent s Name] about an important study. Please call us toll free at 1-866-538-7611 to let us know when would be the best time to call. When you call, please say that you are calling about the [Adult/Youth/Family] Consumer Study. Also, please be sure to leave your PID number so we can quickly return your call. If we have reached an incorrect phone number for [Respondent s Name or Primary Caregiver of Respondent s Name], please call us toll free at 1-866-538-7611 to leave us your phone number so that we know we have the wrong number and we won t try to contact your number again. Thanks for your time. D-79

Survey Instrument and Telephone Scripts How Did You Get My Number? or How Do You Know I Received Services? IF TALKING TO THE RESPONDENT or PRIMARY CAREGIVER (FAMILY): The Division of Behavioral Health and Recovery gave us (University of Washington) all the names and phone numbers of persons who have received publicly funded mental health services in Washington State. Your name was picked at random to participate in this survey to help evaluate the mental health system. The purpose of the survey is to improve mental health services in Washington State and the only way to do that is to call the persons who have received mental health services to get their opinions. The information we collect about you is kept completely confidential (private), and all data are reported in aggregate (group) form, so after this call, no one will see information that can identify you, like your name, address, or service history. IF TALKING TO SOMEONE OTHER THAN THE RESPONDENT: The DSHS gave us (University of Washington) all names and phone numbers of persons who may have received publicly funded services in Washington State. [Respondent s Name] was picked at random to participate in this survey to help evaluate the system. The purpose of this survey is to improve services offered in Washington State and the only way to do that is to call the persons who may have received services and get their opinions. The information we collect is kept completely confidential (private), and all data are reported in aggregate (group) form, so after this call, no one will see information that can identify [Respondent s Name]. D-80

Disposition of Sample APPENDIX E Disposition of Sample E-1

Disposition of Sample Table E-1. Dispositions by RSN A C S 2 0 1 4 Incorrect Number Language Barrier Unavailable Refusals Completions No Mental Health Services Deceased No Answer Other SP KI NS GC PE TM PI GH CL CD TI Total N 247 758 415 367 173 166 349 144 312 165 149 3245 % 50.3 46.6 56.9 59.7 52.3 52.2 56.8 53.3 58.5 59.8 57.1 53.3 N 3 137 8 6 2 6 7 1 3 0 0 173 % 0.6 8.4 1.1 1.0 0.6 1.9 1.1 0.4 0.6 0.0 0.0 2.8 N 28 128 19 24 9 22 25 6 15 14 12 302 % 5.7 7.9 2.6 3.9 2.7 6.9 4.1 2.2 2.8 5.1 4.2 5.0 N 57 175 82 64 45 40 65 28 47 18 41 662 % 11.6 10.7 11.2 10.4 13.6 12.6 10.6 10.4 8.8 6.5 14.2 10.9 N 118 285 146 116 75 61 116 67 109 59 63 1215 % 24.0 17.5 20.0 18.9 22.7 19.2 18.9 24.8 20.5 21.4 21.9 19.9 N 1 12 2 5 4 4 4 1 3 1 3 40 % 0.2 0.7 0.3 0.8 1.2 1.3 0.7 0.4 0.6 0.4 1.0 0.7 N 2 16 3 2 0 1 3 1 1 3 3 35 % 0.4 1.0 0.4 0.3 0.0 0.3 0.5 0.4 0.2 1.1 1.0 0.6 N 5 10 10 3 2 3 9 2 3 1 6 54 % 1.0 0.6 1.4 0.5 0.6 0.9 1.5 0.7 0.6 0.4 2.1 0.9 N 30 107 44 28 21 15 36 20 40 15 11 367 % 6.1 6.6 6.0 4.6 6.3 4.7 5.9 7.4 7.5 5.4 3.8 6.0 Total N 491 1,628 729 615 331 318 614 270 533 276 288 6,093 E-2

Review of Qualitative Data APPENDIX F Review of Qualitative Data F-1

Review of Qualitative Data Responses to Open-Ended Questions The last three survey questions offer participants the opportunity to choose their own words for expressing themselves and their levels of satisfaction. The first question asks, What two things do you like the most about the mental health services you received? The second question asks, What two things do you like the least about the mental health services you received? And the third question asked, Do you have some comments you would like to make about any of the questions or services that you have received or were not covered in the survey? Only the first two questions will be addressed here. After the researchers reviewed answers to the questions, the responses were coded into specific response categories, based on emergent themes. The categories for responses to open-ended questions for 2014 are as follows: Services includes references to services in general, service effectiveness, and comments on specific services, i.e., confidentiality, interpreters, housing, etc; Support includes references to support and understanding, listening skills and overall help; Group Therapy includes references to group therapy, sessions, and participants; Medication includes any reference to prescription medication or medication management; Access (Time, Convenience, or Money) includes references to appointment time, availability, scheduling, flexibility, cost, and general convenience; Office or General Staff includes references to receptionists and office personnel, and general statements about staff ; Therapy or Case Management Staff includes references about therapists, case managers, social or case workers, and psychologists; Environment includes comments about the physical mental health setting and agency policies; Medical Staff includes references about psychiatrists, medical doctors, nurse practitioners, and nurses; Stigma includes references to respect, fairness, discrimination, bias, or mental health stigma; Access (Place, Distance, or Transportation) includes references to appointment location, distance, parking, and access to transportation; *Staff Turnover specific statements about the rapid turnover of counseling personnel; *Fear of Other Patients specific statements indicating that the respondent was afraid of other patients at the service agency; F-2

Review of Qualitative Data *The final two response categories, Staff Turnover and Fear of Other Patients, are specific to the question regarding the Least Liked Aspect of Received Services. Some respondents do not answer the open-ended questions. In 2014, 89% of respondents shared their most liked aspects of services, and 59% of respondents offered their least liked aspects of services. Further, many respondents who do choose to answer the openended questions list more than two things for each question. As a result, we have 1,604 most liked aspects of services, provided by 1,081 respondents. Similarly, we have 966 least liked aspects of services, but only 727 respondents answered that question. Finally, whether respondents list one or four aspects of services they received, they don t hierarchize their lists. Tables F-1 and F-2 outline the responses for the sample as a whole. Overall Responses to the First Question: In the first open-ended question, participants were asked what they liked the most about the mental health services they received (see Tables F-1 and F-3 below). Overall, 24.4% of respondents most liked the Support that was provided to them through mental health services. 18.8% most liked Therapy or Case Management Staff, who were often identified as the personnel who provided the most support. This pattern implies that consumers particularly value the relationships that they develop while receiving services. Additionally, 20.6% of respondents listed specific or general mental health Services as their most liked aspect of received services. Some respondents mentioned specific services, while others were appreciative of the outcomes of the services they received. Table F-1. Most Liked Aspect of Received Services A C S 2 0 1 4 % N Services 20.6 330 Support 24.4 392 Group Therapy 1.9 31 Medication 4.9 78 Access (Time, Convenience, or Money) 8.0 128 Office or General Staff 7.2 116 Therapy or Case Management Staff 18.8 301 Environment 2.4 39 Medical Staff 5.2 83 Stigma 3.4 55 Access (Place, Distance, or Transportation) 3.2 51 Total Responses 100.0 1,604 Total Respondents 89 1,081 - They really listen to me about my problems. They try to help me resolve the problems I have. - They listen to me and they do not judge me. F-3

Review of Qualitative Data - I felt like my counsellor really helped me. He listened to what I had to say and gave me good feedback. - I felt he, the counselor, really listened to what I was saying. I felt he really cared about the outcome. - I like their kindness and patience. They are there for me when I need them to be there. They listen and help me with whatever problem I have at the particular time. - They are very attentive with me and they show me that they really care for me. - I like the services available to me at my center. I have improved and I am greatful for that. - The first thing is that I can go there and tell someone how I feel and how I acted and get options that will help change my ways. Makes me feel comfortable and makes me feel like someone understands. - They are very understanding. They treat me like a person instead of an idiot. - They were very friendly and always helpful and made you feel welcome, not like there was something wrong with you. - The medication really helps me cope with things. Overall Responses to the Second Question: The second open-ended question asked respondents about what they liked the least about the mental health services they received (see Tables F-2 and F-4 below). Respondents indicated overwhelmingly that they least liked their access to services. Access (Time, Convenience, or Money) was disliked by 30.6% of respondents. An additional 10.4% disliked Access (Place, Distance, or Transportation). Many respondents expressed difficulty in scheduling appointments and frustration with long waiting times between appointments and with the limited number of allowed appointments. Many respondents must also travel long distances, often by public transport, to access mental health services. F-4

Review of Qualitative Data Table F-2. Least Liked Aspect of Received Services A C S 2 0 1 4 % N Services 12.1 117 Support 7.9 76 Group Therapy 1.2 12 Medication 8.1 78 Access (Time, Convenience, or Money) 30.6 296 Office or General Staff 1.9 18 Therapy or Case Management Staff 5.1 49 Environment 7.2 70 Medical Staff 5.1 49 Staff Turnover 5.9 57 Stigma 2.0 19 Fear of Other Patients 2.5 24 Access (Place, Distance, or Transportation) 10.4 101 Total Responses 100.0 1,604 Total Respondents 59.4 1,081 - Having to see a different therapist every 3 to 6 months, due to staff changes. I feel like it put me weeks behind and I would have to start all over again. - The long wait times between appointments. I didn't like those. - The time. My schedule can t work with their scheduling. If they had more slots open, that would be better. - No availability of doctors. - Location is way far away...in a bad area. 30 miles away. - I dont feel safe in the waiting room. - Had to wait in the waiting room for up to an hour. I didn't like that my counselor left and was replaced. - I would like to have more sessions. - Taking the bus to and from my facility was a headache. - The fact that you can only get a certain amount of time with your counselor. Only you're your counselor for six weeks. Can't see the counselor anytime after the six weeks; must be put back on a list. - They are really far away and it s hard to schedule appointments. F-5

Review of Qualitative Data Differences Among RSNs Tables F-3 and F-4 show differences among responses to the open-ended questions, by RSN. Most differences were not dramatic, but some do stand out. In both Spokane and King County RSNs, where Washington s larger cities are located, a greater proportion of respondents liked Services than in the other RSNs. While Therapy or Case Management Staff were commonly liked aspects of services provided by all RSNs, the Therapy/Case Management Staff of Grays Harbor RSN stand out for being exceptionally well liked. The differences among RSNs in terms of the least liked aspects of service provision are more marked. A much greater proportion or respondents was unhappy with Services in Greater Columbia RSN than in any other area. Similarly, a much greater proportion of respondents complained about staff turnover in Timberlands RSN. Also interesting however, is the lack of difference among RSNs with regard to respondent dissatisfaction with both categories of Access. Although place, location, and transportation were problematic for fewer respondents than time, general convenience, or cost, all forms of access seem to present obstacles in every RSN. F-6

Review of Qualitative Data Table F-3. Most Liked Aspect of Received Services by RSN A C S 2 0 1 4 Services Support Group Therapy Medication Access (Time, Convenience or Money) Office or General Staff Therapy or Case Management Staff Environment Medical Staff Stigma Access (Place, Distance, or Transportation) Total Responses Total Respondents SP KI NS GC PE TM PI GH CL CD TI N 45 95 31 27 17 17 29 18 17 17 15 % 27.3 25.6 16.7 20.3 17.2 20.2 19.0 19.3 11.3 23.0 17.6 N 37 81 45 38 24 16 42 25 41 19 22 % 22.4 21.8 24.3 28.6 24.3 19.0 27.4 26.9 27.3 25.7 25.9 N 4 7 0 2 4 5 1 1 3 0 3 % 2.4 1.9 0.0 1.5 4.0 6.0 0.7 1.1 2.0 0.0 3.5 N 8 19 9 11 3 4 7 2 9 0 6 % 4.9 5.1 4.9 8.3 3.0 4.8 4.5 2.1 6.0 0.0 7.1 N 5 29 17 17 7 5 10 8 16 9 4 % 3.0 7.8 9.2 12.8 7.1 6.0 6.5 8.6 10.7 12.2 4.7 N 9 24 16 9 5 8 9 6 10 8 11 % 5.5 6.5 8.7 6.8 5.1 9.5 5.9 6.5 6.7 10.8 12.9 N 33 63 44 12 21 15 32 27 31 12 11 % 20.0 17.0 23.8 9.0 21.2 17.8 20.9 29.0 20.7 16.2 12.9 N 6 6 3 3 3 2 5 2 2 3 2 % 3.6 1.6 1.6 2.2 3.0 2.4 3.3 2.2 1.3 4.0 2.4 N 10 24 7 6 8 3 5 1 12 2 2 % 6.1 6.5 3.8 4.5 8.1 3.5 3.3 1.1 8.0 2.7 2.4 N 5 14 3 5 4 5 5 3 4 4 3 % 3.0 3.8 1.6 3.7 4.0 6.0 3.3 3.2 2.7 5.4 3.5 N 3 9 10 3 3 4 8 0 5 0 6 % 1.8 2.4 5.4 2.3 3.0 4.8 5.2 0.0 3.3 0.0 7.1 N 165 371 185 133 99 84 153 93 150 74 85 % 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 N 108 241 133 98 69 55 105 61 97 53 55 % 91.5 84.6 91.1 84.5 92.0 90.2 90.5 91.1 89.0 89.8 87.3 F-7

Review of Qualitative Data Table F-4. Least Liked Aspect of Received Services by RSN A C S 2 0 1 4 Services Support Group Therapy Medication Access (Time, Convenience or Money) Office or General Staff Therapy or Case Management Staff Environment Medical Staff Staff Turnover Stigma Fear of Other Patients Access (Place, Distance, or Transportation) Total Responses Total Respondents SP KI NS GC PE TM PI GH CL CD TI N 7 34 12 19 3 8 12 6 9 4 1 % 7.9 16.5 9.8 23.2 4.3 15.1 11.1 13.0 10.6 8.7 1.8 N 7 18 6 6 7 3 6 6 5 4 8 % 7.9 8.8 4.9 7.3 10.0 5.7 5.6 13.0 5.9 8.7 14.5 N 6 1 0 0 0 2 1 1 1 0 0 % 6.7 0.5 0.0 0.0 0.0 3.7 0.9 2.2 1.2 0.0 0.0 N 3 18 12 9 7 3 11 0 6 4 5 % 3.4 8.8 9.8 11.0 10.0 5.7 10.2 0.0 7.1 8.7 9.1 N 30 59 38 23 23 18 33 15 28 13 14 % 33.7 28.8 31.2 28.0 32.9 34.0 30.5 32.6 32.9 28.3 25.4 N 3 4 1 1 2 1 2 0 1 1 1 % 3.4 2.0 0.8 1.2 2.9 1.9 1.9 0.0 1.2 2.2 1.8 N 5 6 3 3 5 1 6 5 8 3 4 % 5.6 2.9 2.5 3.7 7.1 1.9 5.6 10.9 9.4 6.5 7.3 N 7 14 11 3 4 6 9 2 6 5 3 % 7.9 6.8 9.0 3.7 5.7 11.3 8.3 4.3 7.0 10.9 5.5 N 2 11 8 7 3 4 5 2 1 2 4 % 2.2 5.4 6.6 8.5 4.3 7.6 4.6 4.3 1.2 4.3 7.3 N 5 11 5 2 1 3 4 3 7 6 10 % 5.6 5.4 4.1 2.4 1.4 5.7 3.7 6.5 8.2 13.0 18.2 N 3 3 4 0 2 2 3 1 1 0 0 % 3.4 1.5 3.3 0.0 2.9 3.7 2.8 2.2 1.2 0.0 0.0 N 1 5 5 1 5 0 3 0 1 1 2 % 1.1 2.4 4.1 1.2 7.1 0.0 2.8 0.0 1.2 2.2 3.6 N 10 21 17 8 8 2 13 5 11 3 3 % 11.2 10.2 13.9 9.8 11.4 3.7 12.0 10.8 12.9 6.5 5.5 N 89 205 122 82 70 53 108 46 85 46 55 % 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 N 68 154 91 66 53 37 80 40 63 35 37 % 57.6 54.0 62.3 56.9 70.7 60.7 69.0 59.7 57.8 59.3 58.7 F-8

Recodes and Descriptive Statistics Syntax APPENDIX G Recodes and Scale Construction Syntax G-1

Recodes and Descriptive Statistics Syntax ACS 2013 Recodes Survey response directionality recodes for base survey questions (1-20 and 25-32) to reverse direction of survey responses so that higher scores reflect higher levels of satisfaction. RECODE q1 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_1_r. VARIABLE LABELS q_1_r 'I like the services I received there.'. VALUE LABELS q_1_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_1_r (77, 88, 99). RECODE q2 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_2_r. VARIABLE LABELS q_2_r 'If I had other choices, I would still get services from this agency.'. VALUE LABELS q_2_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_2_r (77, 88, 99). RECODE q3 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_3_r. VARIABLE LABELS q_3_r 'I would recommend this agency to a friend or family member.'. VALUE LABELS q_3_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_3_r (77, 88, 99). RECODE q4 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_4_r. VARIABLE LABELS q_4_r 'The location of services was convenient (parking, public transportation, distance, etc.)'. VALUE LABELS q_4_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_4_r (77, 88, 99). RECODE q5 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_5_r. VARIABLE LABELS q_5_r 'Staff are willing to see me as often as I felt it was necessary.'. VALUE LABELS q_5_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_5_r (77, 88, 99). RECODE q6 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_6_r. VARIABLE LABELS q_6_r 'Staff returned my telephone call in 24 hours.'. G-2

Recodes and Descriptive Statistics Syntax VALUE LABELS q_6_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_6_r (77, 88, 99). RECODE q7 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_7_r. VARIABLE LABELS q_7_r 'Services were available at times that were good for me.'. VALUE LABELS q_7_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_7_r (77, 88, 99). RECODE q8 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_8_r. VARIABLE LABELS q_8_r 'I was able to get all the services I thought I needed.'. VALUE LABELS q_8_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_8_r (77, 88, 99). RECODE q9 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_9_r. VARIABLE LABELS q_9_r 'I was able to see a psychiatrist when I wanted to.'. VALUE LABELS q_9_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_9_r (77, 88, 99). RECODE q10 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_10_r. VARIABLE LABELS q_10_r 'Staff at this agency believe that I can grow, change and recover.'. VALUE LABELS q_10_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_10_r (77, 88, 99). RECODE q11 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_11_r. VARIABLE LABELS q_11_r 'I felt comfortable asking questions about my treatment and medication.'. VALUE LABELS q_11_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_11_r (77, 88, 99). RECODE q12 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_12_r. VARIABLE LABELS q_12_r 'I felt free to complain.'. VALUE LABELS q_12_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. G-3

Recodes and Descriptive Statistics Syntax MISSING VALUES q_12_r (77, 88, 99). RECODE q13 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_13_r. VARIABLE LABELS q_13_r 'I was given information about my rights.'. VALUE LABELS q_13_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_13_r (77, 88, 99). RECODE q14 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_14_r. VARIABLE LABELS q_14_r 'Staff encouraged me to take responsibility for how I live my life.'. VALUE LABELS q_14_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_14_r (77, 88, 99). RECODE q15 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_15_r. VARIABLE LABELS q_15_r 'Staff told me what side effects to look out for.'. VALUE LABELS q_15_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_15_r (77, 88, 99). RECODE q16 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_16_r. VARIABLE LABELS q_16_r 'Staff respected my wishes about who is and who is not to be given information about my treatment.'. VALUE LABELS q_16_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_16_r (77, 88, 99). RECODE q17 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_17_r. VARIABLE LABELS q_17_r 'I, Not staff, decided my treatment goals.'. VALUE LABELS q_17_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_17_r (77, 88, 99). RECODE q18 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_18_r. VARIABLE LABELS q_18_r 'Staff were sensitive to my cultural background (race, religion, language, etc.).'. VALUE LABELS q_18_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. G-4

Recodes and Descriptive Statistics Syntax MISSING VALUES q_18_r (77, 88, 99). RECODE q19 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_19_r. VARIABLE LABELS q_19_r 'Staff helped me obtain information I needed so that I could take charge of managing my illness.'. VALUE LABELS q_19_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_19_r (77, 88, 99). RECODE q20 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_20_r. VARIABLE LABELS q_20_r 'I was encouraged to use consumer-run programs (such as support groups, drop-in centers, crisis phone lines, etc.).'. VALUE LABELS q_20_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_20_r (77, 88, 99). RECODE q25 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_25_r. VARIABLE LABELS q_25_r 'As a direct result of services I received: I deal more effectively with daily problems.'. VALUE LABELS q_25_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_25_r (77, 88, 99). RECODE q26 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_26_r. VARIABLE LABELS q_26_r 'As a direct result of services I received: I am better able to control my life.'. VALUE LABELS q_26_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_26_r (77, 88, 99). RECODE q27 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_27_r. VARIABLE LABELS q_27_r 'As a direct result of services I received: I am better able to deal with crisis.'. VALUE LABELS q_27_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_27_r (77, 88, 99). RECODE q28 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_28_r. VARIABLE LABELS q_28_r 'As a direct result of services I received: I am getting along better with my family.'. G-5

Recodes and Descriptive Statistics Syntax VALUE LABELS q_28_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_28_r (77, 88, 99). RECODE q29 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_29_r. VARIABLE LABELS q_29_r 'As a direct result of services I received: I do better in social situations.'. VALUE LABELS q_29_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_29_r (77, 88, 99). RECODE q30 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_30_r. VARIABLE LABELS q_30_r 'As a direct result of services I received: I do better in school and/or work.'. VALUE LABELS q_30_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_30_r (77, 88, 99). RECODE q31 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_31_r. VARIABLE LABELS q_31_r 'As a direct result of services I received: My housing situation has improved.'. VALUE LABELS q_31_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_31_r (77, 88, 99). RECODE q32 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_32_r. VARIABLE LABELS q_32_r 'As a direct result of services I have received: My symptoms are not bothering me as much.'. VALUE LABELS q_32_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_32_r (77, 88, 99). EXECUTE. Survey response directionality recodes for NOMS Functioning (58, 59, 60, 61) and Social connectedness (62, 63, 64, 65) to reverse direction of survey responses so that higher scores reflect higher levels of satisfaction. RECODE q58 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_58_r. VARIABLE LABELS q_58_r 'I do things that are more meaningful to me.'. G-6

Recodes and Descriptive Statistics Syntax VALUE LABELS q_58_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_58_r (77, 88, 99). RECODE q59 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_59_r. VARIABLE LABELS q_59_r 'I am better able to take care of my needs.'. VALUE LABELS q_59_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_59_r (77, 88, 99). RECODE q60 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_60_r. VARIABLE LABELS q_60_r 'I am better able to handle things when they go wrong.'. VALUE LABELS q_60_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_60_r (77, 88, 99). RECODE q61 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_61_r. VARIABLE LABELS q_61_r 'I am better able to do things that I want to do.'. VALUE LABELS q_61_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_61_r (77, 88, 99). RECODE q62 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_62_r. VARIABLE LABELS q_62_r 'I am happy with the friendships that I have.'. VALUE LABELS q_62_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_62_r (77, 88, 99). RECODE q63 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_63_r. VARIABLE LABELS q_63_r 'I have people with whom I can do enjoyable things.'. VALUE LABELS q_63_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_63_r (77, 88, 99). RECODE q64 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_64_r. VARIABLE LABELS q_64_r 'I feel I belong in my community.'. VALUE LABELS q_64_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_64_r (77, 88, 99). G-7

Recodes and Descriptive Statistics Syntax RECODE q65 (1=5) (2=4) (3=3) (4=2) (5=1) (77=77) (88=88) (99=99) INTO q_65_r. VARIABLE LABELS q_65_r 'In a crisis, I would have the support I need from family or friends.'. VALUE LABELS q_65_r 1 'Strongly Disagree' 2 'Disagree' 3 'Undecided' 4 'Agree' 5 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_65_r (77, 88, 99). EXECUTE. Survey response directionality recodes for Stigma (66, 67, 68, 69, 70) to reverse direction of survey responses so that higher scores reflect higher levels of satisfaction. RECODE q66 (1=4) (2=3) (3=2) (4=1) (77=77) (88=88) (99=99) INTO q_66_r. VARIABLE LABELS q_66_r 'People discriminate against me because I have a mental illness.'. VALUE LABELS q_66_r 1 'Strongly Disagree' 2 'Disagree' 3 'Agree' 4 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_66_r (77, 88, 99). RECODE q67 (1=4) (2=3) (3=2) (4=1) (77=77) (88=88) (99=99) INTO q_67_r. VARIABLE LABELS q_67_r 'Others think I cannot achieve much in life because I have a mental illness.'. VALUE LABELS q_67_r 1 'Strongly Disagree' 2 'Disagree' 3 'Agree' 4 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_67_r (77, 88, 99). RECODE q68 (1=4) (2=3) (3=2) (4=1) (77=77) (88=88) (99=99) INTO q_68_r. VARIABLE LABELS q_68_r 'People ignore me or take me less seriously just because I have a mental illness.'. VALUE LABELS q_68_r 1 'Strongly Disagree' 2 'Disagree' 3 'Agree' 4 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_68_r (77, 88, 99). RECODE q69 (1=4) (2=3) (3=2) (4=1) (77=77) (88=88) (99=99) INTO q_69_r. VARIABLE LABELS q_69_r 'People often patronize me, or treat me like a child, just because I have a mental illness.'. VALUE LABELS q_69_r 1 'Strongly Disagree' 2 'Disagree' 3 'Agree' 4 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_69_r (77, 88, 99). G-8

Recodes and Descriptive Statistics Syntax RECODE q70 (1=4) (2=3) (3=2) (4=1) (77=77) (88=88) (99=99) INTO q_70_r. VARIABLE LABELS q_70_r 'Nobody would be interested in getting close to me because I have a mental illness.'. VALUE LABELS q_70_r 1 'Strongly Disagree' 2 'Disagree' 3 'Agree' 4 'Strongly Agree' 77 'Dont Know' 88 'Does not apply' 99 'Refused'. MISSING VALUES q_70_r (77, 88, 99). EXECUTE. Create MHSIP base survey scales from 2004/2006 to conform to MHD performance indicators projects. COMPUTE gensat_s = MEAN(q_1_r, q_2_r, q_3_r). VARIABLE LABELS gensat_s 'Satisfaction with Services'. COMPUTE appropriate_s = MEAN (q_10_r, q_12_r, q_13_r, q_14_r, q_15_r, q_16_r, q_18_r, q_19_r, q_20_r). VARIABLE LABELS appropriate_s 'Appropriateness and Quality of Services.'. COMPUTE participation_s = MEAN (q_11_r, q_17_r). VARIABLE LABELS participation_s 'Participation in Treatment Goals'. COMPUTE outcom_s = MEAN (q_25_r, q_26_r, q_27_r, q_28_r, q_29_r, q_30_r,q_32_r). VARIABLE LABELS outcom_s ' Perceived Outcome of Services'. COMPUTE access_s = MEAN (q_4_r, q_5_r, q_6_r, q_7_r, q_8_r, q_9_r). VARIABLE LABELS access_s 'Perception of Access to Services'. EXECUTE. Create MHSIP NOMS scales. COMPUTE functioning_s = MEAN (q_58_r, q_59_r, q_60_r, q_61_r). VARIABLE LABELS functioning_s 'NOMS Functioning Scale'. COMPUTE connected_s = MEAN (q_62_r, q_63_r, q_64_r, q_65_r). VARIABLE LABELS connected_s ' NOMS Social Connectedness Scale'. G-9

Recodes and Descriptive Statistics Syntax EXECUTE. Create MHSIP stigma scales. COMPUTE Stigma_s = MEAN (q_66_r, q_67_r, q_68_r, q_69_r, q_70_r). VARIABLE LABELS Stigma_s ' Stigma Scale'. RECODE Stigma_s (1.00 thru 2.49999999=1) (2.50000 thru 4.00=2) INTO stigma_d. VARIABLE LABELS stigma_d 'Stigma Agree or Disagree'. VALUE LABELS stigma_d 1 'Disagree or Strongly Disagree' 2 'Agree or Strongly Agree'. EXECUTE. G-10